IT Service Analyst

Job Description

Add expected salary to your profile for insights. We shape leading experiences across office, retail, logistics and student accommodation. We're one of Australia's largest property groups, managing $35 billion worth of assets across the country. Our sustainable returns from investments come from focusing on what matters most to customers — a great experience and doing good. Every day, our people are driving positive impact for people, place and planet. They're inquisitive, pioneering industry firsts and pushing new ideas to deliver exceptional outcomes. This passion and expertise creates an employee experience that puts wellbeing, flexibility and opportunity first. The role An opportunity has arisen for an IT Service Analyst to join the greater IT Service team that is distributed across Melbourne and Sydney. You will be based in Melbourne, providing support as the first point of contact for customers seeking technical assistance over the phone, in person or email at offices and assets all over Australia. IT Service Analysts are the face of technology to our customers, and you will be accountable for providing the highest levels of customer service at all times. You will be responsible for completing tasks associated with the delivery of technical support for end-user client devices and other related office equipment. What you will be doing Providing excellent customer service via telephone, face to face and email and first level support to GPT employees, contractors and third party providers. Logging requests and categorising incidents that are issued to the IT Service team via phone, email, face to face, MS Teams and the self-service portal (Service Hub) within the agreed SLA. Assisting in the maintenance of the IT Service teams knowledge base management. Supporting the achievement of the IT Service Team's key performance goals as set by the IT Service Leads. Completing appropriate service checks to ensure smooth operations of services. Keep abreast of current technologies and industry trends through research and networks. What makes you stand out To be successful in this role, you will have proven experience in service desk or customer support positions in an IT environment. This role would suit someone who is a natural communicator, has good attention to detail, is a strong problem solver who has a high level of troubleshooting skills combined with the well-honed ability to juggle multiple competing priorities whilst maintaining the highest levels of customer experience. You will also have knowledge and experience with Microsoft Operating Systems, Platforms and Applications, Microsoft Meeting Room Technologies, AVD, working within an ITIL framework and having experience with ARGUS EstateMaster software is desirable. What makes us stand out Enjoy flexible working arrangements and generous leave options. Experience market-leading parental leave benefits including 22 weeks paid leave for either carer and childcare allowance once you return to work. Embrace diverse and challenging career opportunities, supported by our dedicated Learning & Development Team committed to your growth. Engage in comprehensive Wellbeing programs and benefit from market-leading policies and support tailored to diverse needs. Be recognised by peers through nomination awards and take part in our generous Employee Referral Program. We know the power of a great experience Ranked 5th in the 2024 Gender Equality Global Report released by Equileap. Achieved number 2 real estate company in S&P Global Sustainability Assessment. Earned a silver ranking in Australian Workplace Equality Index (AWEI) for LGBTQIA+ inclusion. Awarded our fifth consecutive Employer of Choice for Gender Equality citation from the Workplace Gender Equality Agency (WGEA) in 2023-2025. Committed to our second Stretch Reconciliation Action Plan (RAP). GPT offers an inclusive workplace culture and embraces people with diverse perspectives, skills and backgrounds. We welcome applications from First Nations candidates, members of the LGBTQIA+ community, people living with disability and people of diverse ages, cultures and backgrounds. If this role sounds like you, we want to hear from you. Go for it! Click on "Apply" to submit your application and Sinduja Naidu from the Talent Acquisition Team will be in touch. GPT. Experience First. #J-18808-Ljbffr