Service Desk Specialist
Hoyts · Sydney NSW ·
- Work mode
- Onsite
- Seniority
- Lead
- Category
- Support
Let's talk about HOYTS
HOYTS is a leading out-of-home entertainment company with over 110 years of experience. Our mission is to create the cinema of the future with concept creation, innovation and quality at our core. When it comes to entertainment, we set the gold standard.
Our team is underpinned by our FIERCE Values, which drive our high performance and success. In return, we offer the HOYTS Experience More EVP - our commitment to making HOYTS a place where great people do their best work, feel recognised, and grow.
The Role
The Service Desk Specialist sits within the Cinema Technology Group, reporting to the Service Delivery Manager. You'll cover the full breadth of IT support — infrastructure, application support, networks, call handling, issue logging, technical administration and head office desktop support — for all HOYTS locations and supported CTG clients.
It's a role with real variety. One day you're re-imaging a POS terminal at a cinema, the next you're configuring Intune policy or troubleshooting a site-linking issue in Vista. You'll also be the escalation point the rest of the Service Desk comes to when infrastructure and networking issues need a second set of eyes.
What you'll be doing
Troubleshooting - Resolve hardware and software issues across PCs, laptops, POS terminals, ticket kiosks, servers, EFTPOS Terminals both POS integrated & Standalone as well as network equipment, responding to tickets from every HOYTS site within SLA via Microsoft Dynamics.
Cinema systems - Keep Vista running end to end, from film programming and allocated seating through to session cash-up, vouchers and loyalty. Plus, Infoworks and Dayforce.
Builds and deployment - Image and configure PCs, laptops and POS, Kiosks & Self-Service Checkouts to corporate standard, including site-specific applications and non-standard back-office setups.
Infrastructure escalation - Act as the Service Desk's escalation point for infrastructure and networking. Administer Active Directory, Group Policy and Office 365, take technical lead on Intune, and work across SCCM and Azure.
Training and documentation - Train staff on business systems, document common fixes, and cross-skill the rest of the Service Desk team.
After-hours support - Cover urgent issues on a monthly roster including evenings and weekends, responding within 15 minutes.
What you'll bring
Experience in an enterprise IT environment, with solid IT fundamentals and the ability to troubleshoot remotely across Windows and macOS hardware, Windows Server, and Microsoft 365.
Working knowledge of Active Directory, IP and networking fundamentals, SOE deployment, imaging and software packaging, and backup and restore technologies.
Excellent verbal and written communication, a strong phone manner, and the ability to explain technical problems to people who aren't technical.
The ability to juggle competing deadlines and priorities, and to know when to escalate.
A customer-service mindset when working with internal teams and third-party vendors.
The HOYTS Group is proud to be an equal opportunity employer. We celebrate diversity and welcome applications from people of all backgrounds. All hiring decisions are based on merit, qualifications and business needs.
Benefits & Culture
Besides the incredible social events and networking opportunities, people love working at HOYTS because it's fun and lively with an unbeatable culture. Most importantly, you'll be part of a hardworking and supportive team. But wait, there's more:
50c movie tickets and more amazing corporate discounts across retail, healthcare and banking
Flexible working structure to accommodate work-life balance
Sleep in or finish early on your birthday
Wellbeing & safety support - Sonder access for you and your family!
Learn from the best! Career progression and training opportunities
Join an amazing and close-knit team
Work with a company who strives for a sustainable future
Think you're up for it?
If you would like to join a cohesive and creative team who are passionate about what they do and have a whole lot of fun along the way, then press APPLY NOW! While we look at your application, get to know us through our social media channels.