It Service Desk Analyst

An exciting opportunity has arisen for an IT Service Desk Analyst to join our friendly IT team at Brandbank Group. This role will be responsible for providing responsive and pro‑active "first level" incident resolution and service request management for IT applications, software, hardware and network systems, including user administration. You will assist the business in resolution of identified problems with a strong emphasis on providing a high level of customer service. You will collaborate with the IT Team to ensure the reliable, efficient, and secure operation of our IT systems and infrastructure. THE ROLE Using the call management system, log, monitor and track all incidents and service requests received. Ideal for someone early in their career looking to learn. Proactive maintenance of outstanding calls for all queues in IT Service Desk. Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System. Application, software, hardware and network incidents are rapidly diagnosed and resolved. Seek opportunities to improve skill level, knowledge and willingly share this with the team. Liaise with external service providers to resolve incidents and complete service requests. Identify control, record, report and verify agreed IT service assets within the CMDB including versions as per Service Catalogue. Facilitate the acquisition and installation of hardware and software for customers. Securely maintain the IT / IS operational and physical environments in line with corporate security policies, standards and work practices. THE REQUIREMENTS Minimum 1 year of experience in a similar role. ITIL Certification or relevant experience would be highly regarded. Relevant Tertiary or Industry Certified qualifications. A strong customer service and work ethic Excellent analytical and problem‑solving skills to enable effective identification and resolution of IT related issues. Strong understanding of ITIL Service Management. Effective verbal and written communication skills. Sound knowledge of Microsoft Office products Previous experience working in a service/help desk role and using a call management system (i.e. Zendesk or JIRA). Experience in supporting Windows & Apple desktop environments. Experience in troubleshooting network environments. On‑site role 5‑days per week, based in our St Kilda Road offices. WHY JOIN THE BRANDBANK GROUP TEAM Generous discounts across all Brandbank Brands Opportunity to work for a uniquely Australian Retail Group with a global vision. Supportive team culture and environment Employee Referral Program – be rewarded for referring great new people to our team. Health and Wellness initiatives with access to Employee Assistance Program. Brandbank Day – An additional day's leave to use however you like – whether it's for life admin, cultural celebrations, or simply recharging. You & Your Mate – Yes, we mean your dog Bring your furry friend to work and make your day that little bit brighter. Sample Sales – Exclusive access to product samples at great prices – a fun and exciting benefit for anyone who loves our brands. Pantry Perks – Free breakfast and snacks available on‑site for a quick pick‑me‑up. End‑of‑Trip Facilities – Including bike stands, showers, towel service, and ironing boards for those commuting in active ways. ABOUT BRANDBANK GROUP Brandbank was founded on bold creative thinking. We exist to ensure that the entire experience of a brand is brilliantly designed and beautifully connected, and the customer is at the heart of everything we do. Our growing business is built on a house of carefully curated brands, each chosen for a specific reason to deliver rich connections to our customers. Brandbank Group consists of Seed Heritage, Unison, allkinds, Commonry, kikki.K & FINE-DAY. To learn more and see all job listings, visit Please note: Brandbank Group is not currently seeking support from recruitment agencies for this role and will not accept any unsolicited candidate profiles or associated fees. We encourage interested applicants to apply directly if they would like to be considered for this opportunity. #J-18808-Ljbffr