Service Desk Analyst

About Breville

With a history spanning over 90 years, Breville has established itself as a renowned international brand, distributing kitchen appliances to more than 70 countries worldwide. The company is dedicated to enhancing user experiences by delivering innovative and thoughtfully designed products that empower individuals to accomplish tasks in their homes more impressively and easily, under the motto "Master Every Moment." Joining Breville means contributing to a global impact beyond working for a market leader.

Job Purpose

• Be a motivated and technically skilled professional committed to outstanding customer service and capable of working independently.
• Manage incidents and requests initiated by customers, system alerts, internal projects, and quality control efforts, including occasional travel to other office locations.
• Oversee asset management processes throughout device lifecycles by tracking asset movements and conducting periodic audits.
• Ensure adherence to Breville's standard desktop environment policies to maintain consistency, reduce risk of data loss, and comply with licensing agreements.
• Develop and keep updated documentation of processes and procedures related to the Service Desk and Service Delivery functions.
• Coordinate with external vendors for warranty and maintenance services of equipment.
• Support other technology teams locally as needed with infrastructure-related operational issues.

Qualifications and Experience

• Required: Tertiary education in a relevant field or at least five years of experience in Service Desk or Desktop Support roles.
• Preferred: Microsoft certifications and ITIL V3 Foundation or higher.
• Practical expertise involving diverse desktop and device technologies.
• Experience resolving problems related to Windows, Office 365, and Active Directory environments.
• Good knowledge of hardware devices, peripherals, and Microsoft operating systems.
• Understanding of how devices operate within network infrastructures.
• Capability to compose clear and precise technical documentation.
• Beneficial to have networking knowledge and experience working within ITIL and project-driven frameworks.

Key Competencies and Behavioural Attributes

• A proactive, results-driven approach focused on customer satisfaction.
• Strong presentation skills and effective communication capabilities.
• Exceptional problem analysis and resolution aptitude.
• Attention to writing quality technical documentation.
• A readiness to take ownership and see tasks to completion.
• Adaptability to evolving environments, promoting innovative and proactive solutions.
• Effective management of time and tasks.
• Capability to work both independently and collaboratively in teams.
• Detail-oriented with a dedication to quality.
• Innovative mindset looking for continuous improvements to infrastructure through business and technical insight.

What Breville Offers

• Options for flexible working arrangements.
• Competitive salary packages.
• A supportive and enjoyable team atmosphere.
• Employment with an Australian Stock Exchange listed firm.
• Employee assistance programs.
• Paid parental leave benefits.
• Attractive employee discounts up to 40% on all electrical products.
• Corporate health and wellness programs.

Additional Information

Applicants should note that Breville will never request personal identity, financial details, or sensitive information through unsolicited email, phone, text, or social media communications. Breville is committed to equal employment opportunities for all candidates.