Service Desk Analyst

Summary about this job

Detail information about job Service Desk Analyst. Terms and conditions vacancy

The Role

The purpose of the role is to ensure that services and application support requests and incidents are managed to resolution and to assist, the broader support team ensuring the availability of services delivered to the GPC Asia Pacific network of stores, warehouses and offices which encompass distributed environments with 400+ locations in Australia, New Zealand and China.

Reporting to the IT Service Desk Manger, you will:

• Ensure IT Services (Levels 2-3) are supported and maintained. 
• Provide day-to-day 1st and 2nd level Service Desk support (Incident and Request Management) for support calls received via phone, email, voicemail and walk-ups
• Record and update tickets utilising Incident Management
• Monitor telephone queues and answer calls within SLA guidelines
• Provide first call resolutions to incoming calls where possible using knowledge base articles

Mandatory Technical Skills:

• Microsoft Operating System support (Windows 7, 8, 10)
• Microsoft Office Application support
• User administration using Active Directory, etc.

Experience in the following areas would be advantageous:

• Delivery of support within an ITIL framework
• Applications deployed via Citrix
• Lotus Notes and Office 365
• Mainframe (ZOS) and PSeries (AIX) operating systems
• Retail Systems including Point of Sale equipment
• Warehouse Management Systems and Financial Systems
• Supply chain industries (retail, wholesale, distribution, transport)

To be successful in this role you will need to demonstrate the following:

• A positive and ‘Can do’ attitude to work
• Be a dedicated team player with high customer focus and excellent communication skills
• Some flexibility in working hours and participation in an on-call roster may be required
• Be able to build and maintain positive relationships with other staff, customers and suppliers
• Be able to work independently and to use initiative and judgement to solve problems effectively and achieve results

Your environment:

Genuine Parts Company (GPC) is the Global Leader in automotive aftermarket parts distribution, encompassing a number of significant international businesses in USA, Canada, Australia and New Zealand. Our Asia Pacific businesses include Ashdown-Ingram, McLeod Accessories, Motospecs, RDA Brakes and our iconic Repco Australia & New Zealand Store Network.

Apply Now

To make an application, please click the 'Apply Now' button below.

Please note only short-listed candidates will be contacted.

GPC Asia Pacific is an Equal Opportunity Employer