Service Desk Analyst

Softcard (acquired by Google)

. Provide first-level Service Desk support for incidents and requests received via phone, email, voicemail, and walk-ups .

Posted 10/15/2026full-timeRowville • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing first-level Service Desk support, troubleshooting device and software issues, and delivering customer-focused service within an ITIL framework. Proficient in user administration and support for Microsoft Windows 11, macOS, and Microsoft 365 applications.

Highest-signal resume keywords

First-Level Service Desk SupportITIL-Based Service ManagementMicrosoft Windows 11 SupportUser Administration Using Active DirectoryMobile Device Management Using Microsoft Intune

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft Windows 11MacOSMicrosoft 365Active DirectoryMicrosoft IntuneRemote Desktop ServicesPoint of Sale SystemsWarehouse Management SystemsFinancial SystemsMainframe (ZOS)

Soft Skills

Customer Focused MindsetProblem-Solving SkillsAbility to Work IndependentlyPositive Relationship BuildingContinuous Improvement Mindset

Tools & Technologies

Microsoft 365Microsoft IntuneCompany PortalRemote Desktop ServicesPoint of Sale Hardware

Industry Keywords

Supply ChainRetailWholesaleDistributionTransport

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

Provide first-level Service Desk support for incidents and requests received via phone, email, voicemail, and walk-ups
Monitor support queues and respond to calls and tickets within agreed SLA timeframes
Deliver first-call resolution where possible and escalate issues requiring additional support
Identify, document, and escalate high-priority and major incidents to support rapid restoration of critical business services
Troubleshoot device, software, and web-application issues in line with ITIL practices
Liaise with internal stakeholders and third-party vendors to meet business requirements and maintain high service satisfaction
Create and maintain knowledge-base articles to support consistent service delivery
Follow GPC Asia Pacific procedures and policies and maintain a safe, organised work environment
Provide 1st Level support for IT Services and Business Applications to stores, warehouses, and support offices across Australia, New Zealand, and South East Asia during core business hours of 6am to 7pm, Monday to Sunday
Work closely with IT Management teams to ensure IT Services (Levels 2-3) are supported and maintained
Report to the IT Service Desk Manager

Requirements

What you’ll need

Experience supporting Microsoft Windows 11 and macOS
Microsoft 365 application support experience
User administration using Active Directory, Entra ID, and Microsoft 365
Mobile device management and support using Microsoft Intune and Company Portal
Experience delivering support within an ITIL-based service management framework
Experience with Remote Desktop Services (RDS) environments
Experience with retail systems, including Point of Sale (POS) hardware and software
Experience with Warehouse Management Systems (WMS) and Financial Systems
Experience in supply chain industries including retail, wholesale, distribution, and transport
Exposure to Mainframe (ZOS) and PSeries (AIX) environments
Positive, customer focused mindset with a strong can-do attitude
Ownership and accountability for delivering outcomes
Ability to thrive in a fast-paced environment and adapt to changing priorities
Ability to work independently and as part of a team
Ability to build positive relationships with customers, colleagues, and vendors
Professional, reliable, and committed to service excellence
Process-driven with a continuous improvement mindset
Initiative, problem-solving skills, and sound judgement

Benefits

Comp & perks

Excellent Salary
Free onsite parking (Rowville location)
Hybrid work environment (2 days WFH, 3 days in office)
Career development and progression
Staff discounts across the GPC Asia Pacific group of Companies
Private health insurance discounts
Employee assistance program
Highly safety conscious work environment
Parental leave top-up allowance
Paid volunteer leave