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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 opportunityf or employees to help make Australia a better place to live.

Service Desk Analyst - Level 1 Support

At SBS, we’re more than journalists, technical engineers, marketing specialists and legal advisers. We’re a group of talented individuals with a shared goal of innovation, integrity and inclusiveness. SBS developed a reputation as one of the world’s respected broadcasters with a dynamic team of forward thinkers and diverse voices, and now we’re looking for fresh talent to join us.

This is a brand new role where you 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.

Areas You Will Influence:

  • Investigate and resolve incidents and problems to restore service within the agreed SLA
  • Provide a 24/7 support service on a rotating roster cycle – which you will be compensated for
  • Ensure follow-up with customers to confirm incidents are resolved
  • Identify opportunities for continuous improvement and drive them to implementation
  • Comply with quality and process measures for key work practices in the team
  • Ensure system downtime is minimized
  • Engages successfully with other support functions in the coordination of incident resolution activities
  • Ensure constant customer satisfaction

 Skills and Experience Required:

  • 2-3 years experience within a similar role
  • Windows and Apple MAC OS experience essential
  • Act as a single point of contact for IT issues from internal customers
  • Proven ability to learn new applications & technology
  • Proven experience working within an IT Service Desk
  • Understanding of IT Service Management processes and methodologies including ITIL.
  • ITIL V3 Foundation Certificate essential
  • Effectively manage competing priorities and meet deadlines
  • Be energetic, enthusiastic and self-motivated
  • Excellent analytical and problem solving skills
  • Ability to develop clear & concise documentation
  • Excellent time management skills
  • Excellent oral and written communication skills
  • Proven ability to support Apple Mac and Windows operating systems
  • Broadcast experience is desirable however not essential.

In return, we offer a fantastic culture with great learning opportunities, onsite health and well-being programs, free onsite parking (subject to availability), free gym membership and an active social club! If you believe you are the right person for the job and you like what you are ready, we would love to hear from you.

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