IT Service Desk Analyst

Changing Lives Transforming Careers

At Amplifon were more than a company. As the Global Leader in hearing care we combine cutting-edge solutions with a personal touch to create unforgettable experiences for our customers.

With a shared vision to empower people and push boundaries we thrive in a culture built on care collaboration and impact. Here your work fuels innovation growth and a purpose that resonates far beyond the ordinary.

Join us and shape a future where sound connects inspires and transforms lives.

Life at Amplifon

Working at Amplifon gives you the chance to make your voice heard build strong working relationships and create your own tailor-made career.

Here youll find all the support tools and opportunities you need to grow whether its through our top-class development programs or by taking on projects in other parts of the world. And your colleagues will be there to motivate and inspire you every step of the way.

Position Purpose

• ProvidesupportofClinicalmanagementIThardware&Softwaretroubleshooting toAmplifon Australia
• SupporttheimplementationofITprojects

Key Accountabilities and Responsibilities

• ProvideLevel12supportforHardwareandSoftwareincidents
• ManageITincidentsviaaticketmanagement system
• MaintainingandupdateofServiceNowassetrecordsandincidents
• TroubleshootandsupportDesktopPCsLaptopsMobilePhonesComputerNetworksPrinters EFTPOSterminalsandIPPhones.
• MaintainingITassetregistersaccurately
• DisseminatingITinformationtorelevantuserssupportmembersandprovidetrainingtoendusers.
• Shareknowledgewithteammembers
• ProvidingapplicationconfigurationandmaintenanceofITsystemsITHardwareCloudtelephony systems
• Workalongsideotherteamsandsupplierstoensureserviceinterruptionsarerestoredtomeet business requirements and agreed SLAs
• ResponsibleforthesupportmaintenancerepairorreplacementofapplicationsandIT hardwareand their interfaces to ensure maximum availability and quality
• Initiateimplementandmanagethemaintenanceandreleaseprogramsbasedonbestpractice
• Reportingprovideregularstatusonincidentsandprojectworkactivities
• EnsurenewsystemsandfunctionsintroducedareintegratedtotheexistingITenvironmentwithout any negative impact to the business
• Ensureallworkiscarriedoutanddocumentedinaccordancewithrequiredstandardsmethodsand procedures
• Ensureriskstotheenvironmentareidentifiedearlyandmitigationstrategiesdeployed
• Willingnesstoworkduringweekendsandeveningsonanon-callrosterbasis
• MeetingassignedKPIs
• OthertasksasdeemedappropriatebyManager

Desired Qualifications

• RecognisedTertiaryDegreein Information Technology

Essential Experience

• Minimum 1.5 yearsworkexperienceinIT applicationsandhardwaresupportrole

Desired Experience

• Hands-onexperienceinprojectdelivery environment

Soft Skills

• AlignmenttotheAmplifonValues
• Excellentwrittenandverbalcommunication skills
• Effectiveproblem-solvingandIT troubleshooting abilities
• Stronganalyticandfunctionalanalysis capabilities
• Structuredandprocessesdriven
• Abilitytoinfluenceothers
• Mustbeateam player
• Results/Solutionorientationandfocus
• Strengthsinvaluecreation& innovation
• Abilitytomanageandprioritisecompeting demandswithacustomer-focusedand outcomes-cantered approach

Technical Skills

• Prior experience of working with O365 ServiceNoworasimilarsystemwillbean added advantage.
• Priorexperienceinsupportingacallcenter environment will be an added advantage.
• PriorexperienceofworkingwithCRM Systems
• RecognizedITILknowledgeandexpertise
• GoodexperienceinCloudtechnologiessuch as AZURE AD Exchange 365 Entra Admin.
• Knowledgeoncloudtelephonysystemssuch as InContact and FUZE will be an added advantage.
• HighproficiencyusingMSOfficeSuite
• RemoteAccessToolexperience(Datto preferred)

Putting People First

One of the ways we amplify careers is by helping our people achieve their full potential. We do so by providing constant constructive feedback and training opportunities that empower our people to excel.

In addition if youre ready to put in the hard work well make sure your dedication and achievements are recognised.

Ready to take the next step in your career Amplify your purpose with Amplifon!

As an employer that embraces Equal Opportunity and promotes inclusion and diversity we encourage people of all ages and backgrounds to apply.