Desktop support analyst

Nine is Australia’s largest locally owned media company – the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want – across Publishing, Broadcasting and Digital. Nine’s assets include the 9 Network, major mastheads such as The Sydney Morning Herald, The Age and The Australian Financial Review, radio stations 2 GB, 3 AW, 4 BC and 6 PR, digital properties such as nine.com.au, 9 Now, 9 Honey, Pedestrian. TV, Drive, subscription video platform Stan and a majority investment in Domain Group. Our Purpose: We shape culture by sparking conversations, challenging perspectives, and entertaining our communities. We bring people together by celebrating the big occasions and connecting the everyday moments. Australia belongs here. We bring our purpose to life via three shared values: We walk the talk, turn over every stone and keep it human. Job Description The Digital Workplace team is responsible for managing and supporting the End User Computing environment, including elements related to Information Security, along with collaboration areas, digital signage and IPTV. The team has a strong focus on improving the digital employee experience (DEX) for staff and optimising support processes with the aim of minimising Service Desk interactions through proactive management and effective root cause analysis. The Digital Workplace 2nd Level Support specialist is required to successfully attend to end-user device support needs, in a time constrained environment. Where applicable the team must strive to meet SLA targets, and are required to keep progress of all support activities up to date in the ITSM tool. The majority of calls are 2nd level calls escalated by the IT Service Desk. The Digital Workplace 2nd Level Support specialist must analyse support calls, via Problem Management, with the goal of reducing the volume of support calls to the Service Desk. The role must also be able to coordinate escalation of assistance requests to 3rd level support teams as appropriate. The role requires the contribution towards the management of the SOE including hardware and software lifecycle management and client security. Each team member must aim to keep abreast of new technology and to make recommendations for improvements in regards to workflow, processes and IT software tools. The team will assist in end user compute and infrastructure projects. They will report through to the 2nd Level Support Manager - 9 Technology for governance and management direction. The role requires flexible working hours that may include evening and weekend shift work and public holidays. Role Responsibilities Receive, record and resolve end-user device support incidents and requests. Provide timely & effective support for all IT systems. Monitor and escalate calls to ensure resolution to agreed SLA. Ensure effective, regular and timely communication is provided to all stakeholders. Build customer relationships across all Nine sites. Contribute to education of customers and other members of the support teams. Ensure customer productivity is restored in a reasonable timeframe. Analyse IT incidents and Service Desk data to identify recurring issues and recommend measures to prevent reoccurrence. Contribute to project work as required to support the above recommendations and streamline processes. Contribute to and maintain the Standard Operating Environment and ensure it is applied to all end user compute platforms. Adhere to the asset management process to ensure that company assets are managed in accordance with the hardware lifecycle process. Develop and maintain documentation and procedures. Continuously improve knowledge of the end user compute environment and effectively share knowledge with the team. Other duties as reasonably required. Qualifications Experience working in large complex corporate environment Excellent written and verbal communication skills Focus on the customer experience with ability to deliver first class customer service and build customer loyalty Excellent analysis/problem solving skills The ability to manage difficult customer situations The ability to maintain a calm disposition and work under pressure Possess the skills to work as part of a Team Ability to plan and organise work Desire for continuous learning Understanding of business practices and willingness to learn. Strong analytical and problem solving skills Minimum 2 years experience supporting large enterprise environments Demonstrated technical expertise in Microsoft and Apple operating systems and server/client relationship Demonstrated technical expertise in PC and Mac Hardware and Software Demonstrated technical expertise in Microsoft Office, Adobe Products and Google Apps Technical expertise gained through extensive relevant IT experience and IT tertiary qualifications Experience supporting audio visual and video conferencing systems Experience supporting mobility and remote solutions, smart phones, tablets and BYOD devices Power Shell scripting experience. Experience with endpoint management tools including SCCM, Intune/Microsoft Endpoint Manager, Ivanti EPM, Jamf. Internal Stakeholders CIO/CTO Other Technology Support teams Infrastructure and Networking teams Information Security team All staff using corporate technology to perform their role External Stakeholders Staff working in joint ventures between Nine and other organisations 3rd party vendors whose tools and applications underpin delivery of the services we support Additional Information Our Commitment to Diversity and Inclusion: We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best. We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply. Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia. #J-18808-Ljbffr