Service Desk Analyst - GPC Asia Pacific - Full Time
Core
Provide first-level IT service desk support for incidents and requests across 400+ locations in Australia, New Zealand, and South East Asia.
Role type
Level 1-2 IT Service Desk Analyst
Builds
IT services and business application support for retail, warehouse, and support office networks
Domain
Retail, wholesale, distribution, and transport supply chain
Deliverable
client delivery
Required skills
ITIL practices, Active Directory, Entra ID, Microsoft 365, Microsoft Intune, Remote Desktop Services, Point of Sale (POS) hardware/software, Warehouse Management Systems (WMS), financial systems, Mainframe (ZOS), PSeries (AIX)
Preferred skills
Microsoft Windows 11, macOS, retail systems, supply chain industry experience
Responsibilities
Provide first-level support for incidents and requests via phone, email, voicemail, and walk-ups; monitor support queues and respond within SLA timeframes; deliver first-call resolution and escalate high-priority incidents; troubleshoot device, software, and web-application issues; liaise with internal stakeholders and third-party vendors; create and maintain knowledge-base articles.
Seniority
Individual Contributor, entry to mid-level