Level 1 Support Analyst

Job Description

Add expected salary to your profile for insights You may not have heard of Bapcor, but you will know our brands. We’re Asia Pacific's leading provider of vehicle parts, accessories, equipment, service and solutions and – through our businesses like Burson, Autobarn, Midas, Truckline and Baxters – are inside cars, on four-wheel drives and all over trucks. We span the end-to-end aftermarket supply chain with nearly 1,000 stores across Australia, New Zealand and Asia. Our 5,500 team members are serious about safety, inclusion, diversity and building your specialist knowledge and capability to help us be there for what matter most for our teams and our customers. About the Role The Level 1 Support Analyst will be part of the Bapcor IT Service Delivery team and will act as the first point of contact for all IT Support needs for the Store Network, Support Offices and DC’s. The aim of the team is to log and resolve around 70-80% of all IT tickets. The role will provide IT support for all incidents and requests within the scope of IT Services that Bapcor IT provide, logging and resolving requests and providing excellent customer service. This is a permanent full-time opportunity that will be based at our Mount Waverley facility. Key responsibilities include: Managing unassigned Queue and performing triage on all self-service incidents & requests to the Service Delivery portal. Providing Walk-up Support to Mt Waverley staff at the “IT Service Bar”. Account Administration tasks such as creating and maintaining ERP accounts such as MomentumPro and Pronto. Escalating issues internally for technically complex incidents or requests where higher permissions are required. Building/configuring Desktops, Laptops, Thin Clients and printers for new users or new stores. Creating and maintaining Knowledge Base articles. Providing technical support for our organisation in a professional, courteous, and timely manner. Logging all support calls, emails, walk-ups, and requests accurately in ServiceNow ITSM. Identify and escalate Major incidents/System outages to Team Leader and/or Incident Manager in a timely manner. About You Minimum 1 year experience working in a customer focused helpdesk or technical support role (experience with ServiceNow and ITIL/technology processes desirable) Experienced at assembling, diagnosing and fixing desktop PCs (inc installation of OS and software) and POS hardware Experience with the use of Remote Control/Access software (TeamViewer, RDP, etc) Flexibility to work across different shifts and on public holidays and weekends (additional compensation for on-call hours worked) Opportunity to join an Australian owned, ASX listed company and work with an iconic brand. Opportunity to make a genuine impact in a growing organisation. Potential for career growth and personal development. Exclusive discounts and benefits across our Burson Auto Parts trade stores as well as our retail stores including Autobarn, Opposite Lock, Midas Australia, and ABS Service Centres. Industry leading Paid Parental Leave & Employee Assistance Program. Bapcor embraces diversity, equity, and inclusion as integral components of our organisational culture. We recognise that diverse perspectives and experiences contribute to innovation and better decision-making, and we strive to provide a recruitment experience that’s fair, inclusive, and accessible. We encourage applications from people of all ages, cultures, abilities, backgrounds, sexual orientation and gender identities. No Recruitment Agencies Please! While we understand that recruitment agencies would love to offer their support, we kindly request all agencies to refrain from contacting us regarding this job posting. All applications should be submitted directly by candidates. Your application will include the following questions: Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a support analyst? Do you have technical support experience? Do you have customer service experience? What's your expected annual base salary? How much notice are you required to give your current employer? #J-18808-Ljbffr