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With a content portfolio like no other media organisation in the country, SBS occupies multiple channels and platforms, and provides a unique opportunity for employees to help make Australia a better place to live.

Helpdesk Level 1 Support Officer

About SBS

SBS is one of the most unique media organisations in the world today. A media network for all Australians, we have a strong mandate to support, celebrate and appreciate the diversity of Australia’s multicultural society. We are transforming ourselves into a cutting edge digital media organisation and leading the way in the delivery of world class content across multiple media platforms including on demand services, online, radio and free to air television

About the role

We are seeking a customer focused, resolution motivated analyst to join the Service Desk team. This is a role that will see you delivering customer service excellence as well as assisting the team in ensuring all Service levels and KPI’s for the Service Desk team are met. The role involves working with a team that provide a 24/7 support service on a rotating roster cycle (Monday to Saturday onsite).

You will be responsible for:

  • Investigating and resolving incidents and problems to restore service within the agreed SLA
  • Ensuring follow-up with customers to confirm incidents are resolved
  • Identifying opportunities for continuous improvement and driving them to implementation
  • Complying with quality and process measures for key work practices in the team
  • Ensuring system downtime is minimised
  • Engaging successfully with other support functions in the coordination of incident resolution activities

About you

The below attributes and experience will contribute to your success in the role:

  • Windows 7 and Apple Mac OS experience  ability to support these operating systems is essential
  • Act as an initial and single point of contact for IT issues from internal customers
  • Proven experience working within an IT Service Desk
  • Understanding of IT Service Management processes and methodologies including ITIL
  • ITIL V3 Foundation Certificate
  • Effectively manage competing priorities and meet deadlines
  • Excellent analytical and problem solving skills
  • Ability to develop and follow clear & concise documentation
  • Excellent time management skills
  • Excellent oral and written communication skills
  • Broadcast experience is desirable however not essential
  • Driven and engaging personality, keen to grow both professionally and personally withing the organisation

SBS aims to inspire all Australians to explore and appreciate our diverse world and by doing so contribute to a cohesive society. It’s a purpose which drives and motivates our team and the reason we love doing what we do. 

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