Service Desk Analyst

BVN is seeking applications from exceptional Service Desk Analysts to join our Sydney Studio.

The IT Service Desk Analyst is responsible for being the first point of contact for the Technology Team. The role is to provide 1st line IT support to BVN staff, within Australia and overseas. The role demands high standards of customer service, a willingness to provide excellent IT support, and the agility to work in a fast-paced environment.

The IT Service Desk Analyst will reside in the IT Operations Cluster within the I+DT Team. The cluster’s vision is to:​

• Provide business as usual Technology support services across the entire practice, to meet demands, as and when they are required, and in line with BVN’s ‘one Studio’ approach.
• Deliver Technology projects (as part of a project team) as required.
• Seek to initiate projects with a view to reducing the amount of reactive work carried out.
• Change the way the Technology support service is perceived, the type of support we provide, and why we provide it.
• Align with the needs of our colleagues by increasing consultation, communication and collaboration across the entire practice.
• See things through other people’s eyes to help us redefine the service that we provide.​

Responsibilities

• To be the first point of contact for all Technology incidents and requests.
• Provide 1st line IT support to BVN staff in line with business requirements.
• Carry out basic troubleshooting.
• Monitor and respond to incoming support requests (incidents and requests) and triage them as relevant.
• Provide a high level of customer service.
• Communicate and collaborate effectively with the rest of the Operations Cluster and wider Technology Team.
• Follow documented procedures and create documentation as relevant.
• Ensure that cover is provided on the IT Service Desk at all times during core hours.
• Provide technical support for studio events, which may occasionally require flexibility outside of standard working hours
• Maintain and update IT asset records, including tracking hardware allocation and license management

Accountabilities

• Ensure all support requests are logged.
• Ensure all support requests are assigned.
• Ensure 1st line support requests are dealt with in a timely and professional manner.
• Highlight support trends (problems) to the Infrastructure Manager and CIO.

Personal Qualities

• A passion to start an IT support career.
• Resilient and able to cope with conflicting demands and work under pressure.
• A willingness to help others.
• A desire to see tasks through to completion.
• Pro-active and driven self-starter.

Skills

• Previous experience within a customer facing role would be an advantage.
• Strong attention to detail.
• Proactive and methodical troubleshooting skills.
• Ability to manage and prioritise tasks and time efficiently.
• Ability to provide clear and concise advice.
• Excellent time management and organisation skills.
• Excellent written and spoken English communication skills.

The following technical skills would be an advantage but are not essential as training will be provided:

• Basic knowledge of Windows 11, Adobe Creative Cloud and Microsoft Office.
• Basic user administration within Active Directory and Microsoft Exchange.
• Experience supporting Citrix virtual desktop environments
• Experience supporting mobile devices, and AV systems
• Experience within the Atlassian ecosystem including Jira Service Management

This role requires a presence in our Sydney office.

Our people come first. Our culture nurtures collective creativity, inclusion, and diversity and/or those seeking a part-time position or not meeting all the criteria are still encouraged to apply. We believe that a balanced, well-lived life is where we will find the most meaning. We are continually enhancing the BVN Experience with a suite of initiatives available to all employees:

• 12 weeks parental leave available for all after 12 months.

• Volunteering days to allow you to give back to and participate in the community.

• Purchased leave.

• Cultural, social, and active groups and events.

• Mentoring programs.

• Amongst many more.

BVN has a Pride Network as part of our inclusive approach to creating a safe and comfortable environment where everyone can be themselves. This initiative aims to show support for a significant population of our people, as well as those who are family and friends of LGBTIQA+ people. Having a pride network at BVN is also about drawing on this group's life experiences, insights, and knowledge to improve our culture and awareness.