Why You’ll Love Working With Us

Some of the key benefits for the position and employment at Programmed, include:

• Competitive pay & allowances: Attractive base salary and on-call allowances
• Premium office location: Work from the 33rd floor of the award-winning Collins Square business precinct, featuring stunning 360-degree views of Melbourne, with access to an on-site food court, supermarket, chemist, bars, and a gym.
• Exclusive employee perks: Access discounts on shopping, entertainment and dining
• Invest in you: We're passionate about personal and professional growth, offering access to certificates, webinars, mentorship, and practical training to help you thrive in your career.
• Your well-being, our priority: Generous paid parental leave and access to our Employee Assistance Program, including tailored well-being initiatives designed to support your personal and family needs.

About The Opportunity

We are seeking a dedicated IT Helpdesk Support Analyst to join our Service Desk team. This is a fantastic opportunity to become part of a knowledgeable and supportive group within a large, well-established organisation.

In this role, you will be responsible for the end-to-end management of incidents and service requests. Key responsibilities include providing first-level support, delivering remote assistance, managing user administration tasks, supporting desktop environments, and overseeing software distribution.

This is a full-time position based at our Collins Square office in Melbourne. As the first point of contact for ICT support, you will collaborate closely with internal stakeholders across the business. A professional and seamless support experience is critical to success in this role, and a strong focus on customer service is essential.

Please note: This role includes participation in a rotating after-hours on-call roster. When rostered on, you will provide support for one week at a time and receive an additional on-call allowance.

Responsibilities

• Receiving and recording calls from end users & keeping users informed of ticket status
• Assisting with the usage of all ICT hardware, software and network systems
• Accepting reports of equipment failure and initiating action to get the equipment replaced or repaired
• Classifying and attempting First Contact Resolution(FCR) for incidents
• Accepting requests for service and managing the requests to satisfactory completion
• Coordinating the efforts of resolvers and 3rd parties to solve incidents as a Single Point Of Contact(SPOC) for end users
• Producing documentation (routing and resolution scripts) based on lessons learnt and trend analysis of tickets to increase the FCR rate
• Participating in on-call as part of a rotating roster

About you

To excel in this position, you will have previous experience within a help/service desk role and a passion for providing excellent customer service to our business stakeholders and a drive for process improvement. Additionally, you will demonstrate and possess the following:

• Qualification in IT is desirable, specifically ITIL
• Previous experience with Microsoft Office applications is essential
• Excellent interpersonal and communication skills, both written and oral
• A team player with a can-do attitude and a collaborative relationship builder
• Proven track record of ability to interact with key stakeholders in a highly effective manner
• Strong organisational capabilities with attention to accuracy and detail

About Us

Programmed is a leading provider of staffing, maintenance and facilities management services across a range of industries. Working with us means you will become part of the Programmed team, a company that encourages career development, supports flexibility and cares about your personal wellbeing and safety.

Work With Us

Join us on our mission to build outstanding people, strong customers and great communities. Apply today.

Our Commitment

Programmed and PERSOLKELLY supports a workplace culture of zero harm and encourages this in all that we do.

Programmed and PERSOLKELLY strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientations or abilities to apply.

To learn more about working with Programmed and PERSOLKELLY, we encourage you to visit our website.