Description:
As Australia’s largest retailer of lifestyle products, with nearly 300 stores worldwide, Harvey Norman® has been a part of almost every Australian’s shopping experience. Whether getting the latest electronic gadgets, or furnishing your first home, Harvey Norman® is the place where you can shop with confidence.
About the role
As a Senior Service Desk Analyst, you will play a key role in supporting the Service Desk team by providing technical expertise, leadership, and process improvement initiatives within a 24x7 ITIL environment. Reporting to and assisting the Service Desk Manager, you will act as an escalation point for complex incidents, guide junior analysts, and ensure the efficient operation of Service Desk functions.
Your responsibilities will include:
- Acting as a technical escalation point for critical incidents, working closely with other HNIT resolver groups towards resolution.
- Supporting and guiding the Service Desk team in troubleshooting, process adherence, and best practices.
- Driving continuous improvement initiatives, including knowledge management, documentation, reporting, training, and service transition.
- Managing major incidents by coordinating response efforts, facilitating communication between key stakeholders, and ensuring swift resolution to minimise business impact.
- Collaborating with IT teams on projects and new service delivery initiatives.
This role is ideal for a proactive problem solver with strong leadership skills and a deep understanding of IT Service Management.
About you
You will have demonstrated experience working in a Service Desk position, along with tertiary qualifications in the IT field. Additionally, you will have exceptional interpersonal and customer service skills.
You will also have;
- Experience working in an ITIL environment.
- Knowledge of MS applications, web browsers and hardware peripherals.
- Attention to detail and commitment to providing high-quality customer service.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and ability to think on your feet to troubleshoot and diagnose technical issues.
- Time management and self-organisational skills.
- Ability to work well under pressure and manage multiple tasks and priorities simultaneously.
This opportunity will provide:
- Salary packaging and novated leasing options for eligible employees.
- Professional development and career progression.
- Experience working with an Iconic Australian Brand with global success in NZ, Asia, and Europe.
- A supportive team environment that celebrates diversity and promotes a healthy work and family life balance.
- Opportunities to make discounted purchases on a great range of products and services.
Have we got your interest?
Apply now to be considered to join our dedicated team.
Please note that only people with the right to work in Australia should apply for this position.
Recruitment Agencies – thank you for thinking of us, however we do endeavour to fill our opportunities through direct channels wherever possible. If we find that we do need agency assistance, we’ll be in touch.