Service Desk Analyst (TechBar)

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 The Opportunity

At APA, our purpose is simple: to strengthen communities through responsible energy.

We now have an exciting opportunity available for a Service Desk Analyst (TechBar) to join our Information Technology team in Melbourne, Sydney, Brisbane or Adelaide on a on a permanent full time Basis.

As a Level 2 TechBar Analyst, you will provide technical face-to-face and remote support, troubleshooting end-user computing devices and applications. This role includes resolving complex issues, offering guidance and training to Level 1 and Level 2 staff, and customers, as well as proactively identifying and implementing solutions to enhance overall support processes and user experience.

Key Responsibilities

  • Proven experience in handling complex incidents and providing guidance to Level 1 and Level 2 analysts to ensure effective resolution.
  • Demonstrated ability to work closely with Level 1 analysts, ensuring proper escalation and timely resolution of customer incidents.
  • Availability and willingness to work in the office for 5 days a week to effectively support a customer-facing role.
  • Commitment to continuous improvement through attending training sessions, workshops, and relevant certification programs.
  • Experience in conducting in-depth analysis of incidents to identify root causes and recurring issues, and implementing preventive measures.

Your background

  • Provide support for user management and authentication, including Multi-Factor Authentication (MFA).
  • Utilise SCCM 2012/System Centre for system configuration and management to ensure optimal performance and security.
  • Administer and secure mobile devices using MDM solutions, ensuring compliance with organizational policies.
  • Support and maintain network security technologies such as Zscaler and other filtering tools to protect the organization's network.
  • Manage and resolve issues using ServiceNow or other ticketing systems, ensuring timely and effective support for end-users.
  • Understand the risks associated with your area and ensure that appropriate controls are in place and operating effectively.

About the Team

Technology underpins everything we do at APA from helping connect millions of Australians to essential energy sources every day to achieving our net zero ambition - and the capability for our people to make this happen.

To help APA power ahead, the Technology teams is focused on enhancing APAs technology offering, providing innovative and progressive technology - enabling APA to be world class in energy solutions.

This is an exciting time for the team, we need people who are courageous, nimble, and ready to make an impact - change makers and risk takers.

Working at APA

At APA we're committed to fostering a safe and inclusive workplace where you can achieve your best. We'll provide you with access to targeted career development programs, competitive remuneration, employee benefits, flexible working arrangements, and wellbeing programs. We also have an inclusive parental leave policy providing 18 weeks leave including superannuation to support parents at work and in life.

We employee more than 2900 people across Australia and are committed to creating a diverse and inclusive culture, where everyone feels safe, valued, and trusted to do their best every day.

We are APA

APA Group is a leading Australian energy infrastructure business.

We proudly own, operate and manage a diverse $27 billion portfolio of gas, electricity, solar and wind assets which deliver essential services to communities and customers across Australia.

And we own over 15,000 kilometres of gas pipelines which deliver energy to families and industry across every corner of Australia.

As the partner of choice in delivering infrastructure solutions for the energy transition, we're focused on bundled remote grid energy solutions, electricity and gas transmission, and future energy, including hydrogen and carbon capture and storage.

Our customer centric approach means we understand our customers and their businesses offering reliable, innovative, and cost-effective energy solutions that support their decarbonisation ambitions.

We are committed to delivering infrastructure solutions for Australia's energy transition and supporting the decarbonisation ambitions of our customers.

We prioritise sustainable outcomes so that APA, our people, customers, and communities can thrive - now and in the future.

Join our team and be part of Australia's energy transition!

We'd love to hear from you.

APA is an equal-opportunity employer. The safety, health and wellbeing our people, community and environment a priority. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.

Applicants must be eligible to work in Australia to be considered.

This vacancy works with critical APA data, systems or infrastructure and candidates are subject to background vetting(including Police checks) before & during employment.

Role closes Friday 19 July 2024. Role Reference number JR858.

PD is available on request by emailing [email protected] quoting reference number above.