Service Desk Analyst

Apply now Job no: 979226
Work type: Full-time
Location: Canberra
Categories: Information Technology

Do you crave a dynamic role where you can solve problems, collaborate with a stellar team, and make a real impact on a leading broadcast media organisation?

Are you passionate about delivering exceptional IT support and exceeding customer expectations?

Join Seven Network as our new Service Desk Analyst🚀


The Opportunity

As a Service Desk Analyst, you'll be the go-to person for all things tech, providing top-notch IT support to our entire team in Canberra. You'll troubleshoot complex issues, collaborate to resolve high-priority incidents, and even contribute to shaping the future of IT at Seven Network.

In this role, you will collaborate with the Broadcast Team, Security Team, internal stakeholders, Vendors and all Seven staff to keep operations running smoothly. You'll be a key player in ensuring our systems run smoothly, keeping everyone connected and productive.

You’ll be responsible for:

  • Provide IT support and exceptional customer service across multiple channels.
  • Escalate complex issues and act as a point of reference for the team.
  • Lead by example and contribute to the performance of the Service Desk team.
  • Troubleshoot proactively, solve technical problems, and answer user queries efficiently.
  • Manage customer expectations and create a positive experience in all interactions.
  • Collaborate with stakeholders and lead in resolving high priority incidents.
  • Provide out-of-office hours support and on-call duties as needed to ensure business needs are continuously met.
  • Take initiative, manage projects, and contribute to IT strategy implementation.
  • Additionally, from time to time as requested by the EUC Team Leader will be required to perform and assist with EUC tasks.


About you

You will be an experienced Service Desk Analyst with exceptional customer service skills, and problem-solving skills with the ability to articulate ideas clearly to technical and non-technical staff. You will have:

  • 1.5-2 years relevant experience.
  • Excellent written and verbal skills, including technical documentation. Ability to communicate clearly across all levels of the organization.
  • Proven experience following ITIL processes, with relevant certifications (ITIL and Microsoft) to demonstrate technical proficiency.
  • Proven ability to analyze situations, solve problems, and articulate solutions for both technical and non-technical audiences.
  • Focused on achieving effective business outcomes, adhering to deadlines, and maintaining high standards of delivery.
  • Thrives in a fast-paced environment, embraces change, and fosters a culture of continuous improvement. Proven ability to work effectively within a team.
  • Deep experience in IT service desks, with technical knowledge across various areas (O365, Active Directory, Network, Telecommunications, Security, End user compute, Windows OS, and Business Applications).


Why Seven Network?

We’re looking for people like you to join on our mission to be the most connected news, sport and entertainment brand in Australia.

Seven Network is where you can come to make a difference – in your career, in our company and in the lives of 19 million Australians that we reach each month.

At the heart of our culture is the belief that creativity thrives on connection and collaboration – it's where the magic happens. Our offices across the country buzz with energy and inspiring interactions that can transform to magic on screen.

Some of our perks:

Recognition and Rewards programs:

  • Our peer nominated “Moments that move us” program recognises and rewards our people who shine bright by living our values every day.
  • Our 7Perks exclusive benefits platform provides discounts to over 500 retailers.

Time to manage life events:

  • Community Volunteering, Domestic and Family Violence Leave, Compassionate leave, Personal and Annual leave.
  • Fertility leave: Up to 5 days paid per year
  • Parental leave: Up to 14 weeks for the Primary Carer (dependent on service) and up to 3 weeks for the Secondary Carer (dependent on service)

Total wellbeing approach:

  • Nutritional, Exercise, Financial, Legal and Emotional wellbeing support via our EAP, Health and Wellbeing programs, and bespoke onsite events.

Learn your own way:

  • Own your learning by accessing our Leading@SWM and Accelerate@SWM programs. Decide what and when you learn with a mix of just in time online learning and facilitated programs.
  • Be mentored by the best in the business as part of our SPARK Mentoring program.


Better Together

Our “Better Together” Employee Advocacy Groups drive diversity, and inclusion efforts across the company ensuring that Seven is an authentic workplace where everybody belongs. We’re proud to be Australia’s first media company to achieve the WGEA Employer of Choice for Gender Equality certification and partners with UN Women. In 2023 we launched our RAP as our commitment to reconciliation with Indigenous and First Nations communities and providing education and meaningful accountability for Seven and our people.


Our values

Our values are our compass. They serve as our roadmap to lead us not just to deliver great work but help to shape everything we do.


Your Professional Adventure Awaits...

Ready to join a supportive and dynamic team? Apply now and become an integral part of shaping the future of Australian media.


The Seven Network is an equal-opportunity employer, and we are committed to creating a diverse and inclusive workplace.

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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