Australian Pharmaceutical Industries Limited (API) is one of Australia's leading pharmaceutical distributors and fastest growing health and beauty retailers. API is the parent company of Priceline Pharmacy, Soul Pattinson Chemist, and Pharmacist Advice. Our services include wholesale product delivery, retail services, marketing programs and business advisory services.

About the Role

The Service Desk Support Analyst role supports the achievement of API’s Vision and the Business Unit Purpose by providing Level 1 hardware and software support that meets customer and business requirements for our customers.

The responsibilities for this role include, but are not limited to:

-Availability to work all shifts on a 24/7 rotating roster

-Resolve level 1 support incidents and issues related to in-store systems, Distribution Centre, desktop and infrastructure systems

-Prioritise and escalate support tickets to the appropriate support team when required

-Maintain a detailed understanding of the store, distribution centre and infrastructure environments

-Ensure support incidents are documented and the customer is continually updated on the progress of the issue

-Assist customers in the use, understanding and interpreting the information available within the business applications

-Contribute to the successful implementation of new projects/initiatives by providing post go-live support

-Assist in the continual improvement of system stability and performance

-Ensure a high level of customer focus (internally and externally) with due care and attention to customer priority issues

About you

Our ideal candidate would have the following experience/attributes:

-TAFE qualifications or a degree in IT or a related discipline

-ITIL Foundations Certificate (desired)

-Previous experience in a level 1 Service Desk role in a corporate environment

-Previous experience in level 1 retail store support role in a large organisation

-Sound knowledge of supporting Microsoft technologies including Office365, Exchange, Active Directory, Windows 10

-Ability to support and troubleshoot issues with networking (TCP/IP, DNS, cabling, wireless), remote access connectivity (VPN), IP telephony

-Excellent interpersonal and communication skills, both verbal and written

-Ability to work effectively without supervision, prioritise and control workload

-Willingness to own and be accountable for problems until satisfactorily resolved

-Excellent problem-solving skills and attention to detail

-A professional and highly focussed customer service approach

-Experience in the use of ServiceNow for logging tickets (desired)