ABOUT USFamily. It means everything to us. From our very first baby steps as a small Balwyn store in 1979, we've grown to become Australia's largest and best-loved baby retailer.THE OPPORTUNITYAs Baby Bunting continues its journey to be customer first, we're looking for our next IT Service Desk Analyst to join us at our Store Support Office in Dandenong South.Our IT Operations team's primary responsibility is to ensure that technology (infrastructure and applications) support business applications for all business functions across both local and remote locations. The team is supplemented by external vendors who provide 3rd level support and other services.As our new Service Desk Analyst, you will provide excellent triage and Level 1 IT support to all Baby Bunting team members (including support office, distribution centre, and store team members), escalate support tickets to internal team members or external partners for Level 2/3 support, and participate in an on-call roster.Reporting to the Service Desk Manager, your responsibilities will include:Provide Level 1 Support for Head Office and Store Service Desk Requests through telephone, email, and remote assistance tools, as well as attending sites where required. Tasks include troubleshooting, training, installations, hardware configurations, and documentation.Identify Priority 1 Major Incidents and rapidly escalate them to the necessary team members and/or partners through the Major Incident Management process.Ensure all requests are responded to and resolved within the IT Team's service level agreements.Onboarding and Offboarding Team Members.Perform designated IT and Security tasks as required.Involvement in the weekly after-hours on-call roster.What you'll bring to the role:Previously worked in an IT Support Role involved with Retail, Supply Chain, eCommerce, or Finance systems.Experience with O365, Windows 11 / Windows Server 2022, remote desktop environment, Windows servers, and Active Directory.Strong knowledge of computer hardware including desktops, laptops, mobile devices, and other retail hardware.Excellent analytical, investigative, and troubleshooting skills so that incidents are clearly understood and documented.Demonstrated ability to effectively communicate with internal/external stakeholders on a technical and non-technical level.Working experience within an ITIL framework and ITIL certification is favorable.Driver's license and car will be required for occasional travel.The benefits of joining us:More than a place to work, Baby Bunting is a place to grow. Join our team and you'll be rewarded with benefits like these:We're accelerating our growth, which will create exciting personal development and career progression opportunities.Team discounts.We have a new Support Centre based in Dandenong South, featuring modern facilities including onsite parking, a basketball court, BBQ area, and outdoor table tennis.Please note:Due to the intimate and personal nature of our work, successful applicants will need to undergo a National Police Criminal History check.
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