Service Desk and End User Support Analyst

Full job description
Job no: 500189
Work type: permanent full time
Location: Sydney
Categories: Information Technology
Who Are We?

Are Media is Australia’s leading omnichannel content company for women. Every day we influence, inform, inspire, and connect with 6 in 10 Australian women across magazine media, digital, video, social, e-commerce, customer review sites, podcasts, events and experiences. Our brands include The Australian Women’s Weekly, Better Homes & Gardens, Woman’s Day, marie claire, TV WEEK, New Idea, Now to Love, Australian Gourmet Traveller, BEAUTY/crew and ELLE. Through our Change AREgenda we drive meaningful and positive change for women

Are Media employs Australia’s best content creation talent and we are proud that our greatest strength is our people.

Why Are Media?

Join Australia’s leading content company for women and be part of an inspiring, creative and collaborative team. We offer excellent people programs including:

A day of leave for your birthday,
4 days of volunteering leave each year,
An inclusive parental leave program that supports all parents, families & carers,
FREE digital access to all our titles, and
Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more).
About the role

The Service Desk and End User Support Analyst is responsible for both the delivery of IT assistance & support to our employees both in-office and remotely. This position is an integral part of the whole IT team and works closely with Infrastructure, Operational Systems and Business Application team members and End users.

Duties

Providing first & second level support for all new and existing ICT support issues.
Troubleshooting and diagnosing technical issues remotely, via the phone, email and in person
Ensuring user queries or issues on requests or calls are captured, validated, and triaged for further processing on the ticketing portal.
Provide support in the deployment, installation, and maintenance of desktop computer.
Create and update knowledgebase articles based on the issues resolved with detailed resolution steps
Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems and interrogates potential solutions.
Escalates complex or unresolved incidents.
Records and tracks issues from outset to conclusion.
During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Promptly allocates unresolved calls as appropriate.
Maintains records, informs users about the process, and advises relevant persons of actions taken.
Skills and experience

Minimum of 2 years' experience working in a Helpdesk role supporting end users across Desktop Devices, Mobile devices, Applications and Servers
Demonstrated experience of at least 1 year supporting Active Directory, configuring Outlook profiles and troubleshooting Outlook or Office 365 related issues
Experienced with computer hardware troubleshooting
Experienced with troubleshooting Outlook/Email issues
Ability to ask and probe questions to end user to get to the root of the problem
Are Media is a proud member of Media Diversity Australia, a not-for-profit organisation working towards a media landscape that looks and sounds like Australia. We are committed to fostering diverse, respectful, collaborative & inclusive workplace. We know & value the success this brings for everyone and we welcome & encourage applications from diverse backgrounds. When you apply, please let us know of any reasonable adjustments you may need during the interview process. .

Please and send your CV via the link.

Advertised: 07 Jul 2025 AUS Eastern Standard Time
Applications close: 18 Jul 2025 AUS Eastern Standard Time

 

Australia
New South Wales
Sydney Show on map Get directions