Why Scentre Group? Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand. Our purpose is to create extraordinary places, connecting and enriching communities. We partner with the world's leading retail brands to create the places more people choose to come, more often, for longer. Our 42 physical destinations are the heart of our business because we are passionate in our belief that people want to come together in the real world. We are ambitious to grow, by expanding and enhancing the total Westfield experience through technology, digital products, data and differentiated customer experiences. Your Opportunity As a Service Desk Analyst, you will provide exceptional customer service by driving first contact resolution of basic technical challenges. Escalating issues when necessary to ensure our people have a great technology experience. You will have exceptional customer service and engagement skills and will always strive to put the customer first. Although this role is based in our NZ Support Office, you will be part of the NZ and AU Technology team. This is your opportunity to take ownership of this role and really make it your own. You will be based onsite at our Newmarket Support Office 5 days a week, but also be required to travel to our four Auckland destinations on occasion, so you will need to have your own vehicle and a valid driver's license. This role is a 6-month fixed term contractwith the possibility to extend, subject to business requirements. You will have overall accountability for: Diagnose, troubleshoot and resolve hardware and software problems for Scentre Group employees in both NZ and AUInstall and configure new end user hardware and software on various devices including desktops, laptops, mobile devices and peripheralsProvide accurate and timely solutions to end user problems with a focus on first point resolutionLog, escalate, update and document all service desk incidents, requests and problemsWork with level 2 teams to ensure all the relevant information is provided to support customers on escalated issuesComply with relevant security, privacy and data protection standardsWrite and update processes and policies and peer review articlesReview upcoming changes that may impact BAUFunction as part of a rotating on call teamSupport local living destinations across New Zealand What will set you apart from the rest? Passion for customer service and interactionManaging and resolving level 1 technical issue including tickets, calls, walk-ups and instant messagesApproaching technical issues and problems in an analytical and solutions focused mannerBasic support of end user devices, Windows 10/11, Mac OS, iOS and AndroidAn understanding of ITIL and ITSM (Incident / Problem / Change / Request Management) practicesDevice imaging, Group Policy, printing and MDMExcellent verbal and written communication skillsActively listen and work with two other team members in NZ and the wider AU teamAble to build a strong and professional rapport with a wide range of internal and external IT vendors and stakeholdersRemain calm and focused during busy or complex situationsAble to listen to and action feedbackA team player with a highly professional approach Our diverse and inclusive workforce is not only something we're proud of, but something we're committed to. We encourage and support our people to bring their 'whole selves' to work every day. This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity. If this sounds like you, apply today to join a company you'll be proud to work for.
