Service Desk Analyst - GPC Asia Pacific - Full Time
Core
Provide first-level IT Service Desk support for incidents and requests via phone, email, and walk-ups for GPC Asia Pacific's network of stores, warehouses, and offices.
Role type
Level 2-3 IT Service Desk Analyst
Builds
IT Services and Business Applications support for 400+ locations across Australia, New Zealand, and South East Asia
Domain
Retail, wholesale, distribution, and automotive aftermarket supply chain
Required skills
ITIL practices, Active Directory, Entra ID, Microsoft 365, Microsoft Intune, Remote Desktop Services, Point of Sale (POS) systems, Warehouse Management Systems (WMS), financial systems, troubleshooting devices and software, knowledge-base creation
Preferred skills
Mainframe (ZOS) and PSeries (AIX) environments, Microsoft Windows 11 and macOS support, retail systems experience, supply chain industry experience
Responsibilities
Monitor support queues and respond to calls and tickets within SLA timeframes, deliver first-call resolution, escalate high-priority and major incidents, troubleshoot device and software issues, liaise with internal stakeholders and third-party vendors, create and maintain knowledge-base articles
Seniority
Entry to Mid-level, hands-on IC