Service Desk Analyst null

About Esri Australia

Esri Australia is the exclusive local distributor of Esri's world-leading Geographic Information System (GIS) software and a member of the world's largest group of ArcGIS specialists outside of the United States – the Boustead geospatial group. Esri Australia's team comprises more than 250 of the country's brightest GIS professionals from a range of disciplines including business analytics, cartography, environmental science, software development and surveying. 

Your role

The role supports their Information Technology Services team to deliver client-centric guidance and management through exceptional stakeholder engagement.

In this role, you will be exposed to a wide and ever-changing ITS landscape and is well suited to inquisitive-minded professionals keen on developing quickly in their careers. 

Service Delivery is paramount to the IT Team and you will be responsible for key tasks such as:

• Act as IT Services’ single point of contact for all users ensuring ownership is taken over all requests.
• Troubleshoot and complete assigned incidents and service requests following agreed procedures and priority allocated and ensure users remain informed about the status of requests by providing regular updates.
• Identify and escalate complex incidents to a senior IT Services staff member and assist with managing user updates and completing escalated incidents.
• Manage asset inventories to ensure service requests can be fulfilled on time. This includes ensuring laptops are configured and updated, ready for deployment.
• Work with vendors to procure hardware and services by requesting quotes and raising purchase requisitions for approval.

Training & development

Esri Australia has personalised development programs for its employees to help them explore their potential:

• Personalised onboarding program tailored to your role, specialist skill set and experience
• New product training, seminars, conferences and other skill or knowledge development
• Read more...

Salary & benefits

Roles as a Service Desk Analyst may earn an average of A$52,000 to A$70,000 (Source: Glassdoor) 

Esri Australia employees can enjoy the following benefits:

• Flexibility & leave
• Health & wellbeing
• Professional development
• Reward, recognition & financial security
• Resources to support your success
• Read more...

Career progression

Esri Australia takes care of their employees and pushes them forward in their careers. They recognize their employee's contributions through profit share and other reward programs such as competitive compensation and annual salary adjustments. The company's staff awards program offers up to $2,000 as recognition of extraordinary achievement by team members. Read more.

Work life balance

Esri Australia is inclusive and people-focused. Their down-to-earth culture balances work and home life and enable their team to be great at what they do. Their people are important to them, and they offer a number of fantastic benefits including:

• Flexibility with the hours you work and where you work them
• Employee training and continuous development programs
• A very financially rewarding profit share bonus scheme
• Salary Continuance Insurance 
• Staff awards, Referral spotter fees, regular events and more
• Read more...

Culture & vibe

Esri Australia prides itself on creating an environment where professionals with different backgrounds can thrive. On top of this, they value family and uniqueness so ideas can flourish. Read more.

Here's a video of what it is like to be a part of Esri Australia: 

About you

About You:

• A tertiary qualification in an associated business discipline (Information Technology, Computer Science etc.) is required. 
• 1 up to 3 years experience in managing customer relationships and phone-based customer service will be highly regarded.
• Demonstrated excellent customer service skills and ability to interact effectively with all levels of the business with varying levels of IT knowledge.
• Demonstrated fault diagnosis, dispute resolution, customer complaints, troubleshooting and problem-solving skills are desirable.
• Demonstrate a keen interest in IT systems and technology, including IT hardware and software such as ITSM tools, Microsoft Online Applications – Microsoft 365, Teams Online, SharePoint Online, Microsoft Office Suite, etc.
• Strong attention to detail and accuracy when accomplishing a task, including excellent, follow-through and follow-up skills.
• The ability to foster teamwork and promote a positive and inclusive workplace experience, in-office and online.
• Working rights - You must hold current permanent and full-time working rights in Australia; and
• Personality/behaviour aligns with Esri Australia’s core values.

How to apply

To apply for this role, simply click the "Apply on employer site" button on this page to submit your application directly to Esri Australia.