Junior IT Service Desk Operator at Capricorn

A little about us?

Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve been dedicated in supporting our Members with solutions that truly matter. Our flagship Trade Account offers instant credit with over 2,000 Preferred Suppliers, simplified monthly expenses, and a generous rewards program as the cherry on top.

We have a strong foundation in the automotive and machinery aftermarket industry with over 30,000 highly engaged Members across Australia and New Zealand, from national franchises to your local family workshop. Last year we facilitated $3.7bn worth of transactions, and returned nearly $93 million in value to our Members.

At Capricorn we work hard to ensure that Our People, Our Members and Preferred Suppliers are connected into the Capricorn Community.

Join us and be part of a team that’s committed to driving success, innovation and making a difference, while having some fun along the way!

Role Purpose

The IT Service Desk Analyst is responsible in leveraging your advanced technical abilities to swiftly resolve intricate hardware and software issues, prioritizing user satisfaction. The role requires exceptional communication skills and an empathetic approach to ensure seamless interactions with users, offering clear explanations and patient support. IT Service Desk Analyst manage incidents and service requests using IT service management tools, collaborating effectively with cross-functional teams to enhance systems and processes. The role will encompass proactive problem-solving, data analysis, and participation in major projects, all while maintaining composure during high-pressure scenarios. Embracing continuous learning, the role contributes to a culture of growth and excellence, making a substantial impact within Capricorn IT team.

Skills, Knowledge and Attributes

• Advanced Troubleshooting: Proficient in diagnosing and resolving complex hardware and software issues efficiently.

• Customer Service Excellence: Exceptional communication, active listening, and empathy skills for providing outstanding user support.

• Technical Aptitude: In-depth understanding of various operating systems, software applications, networking protocols, and hardware components.

• IT Service Management (ITSM): Familiarity with ITSM tools and processes, incident and request management, and adherence to SLAs.

• Problem-Solving: Strong analytical and critical thinking skills to identify root causes and implement effective solutions.

• Documentation and Knowledge Management: Creating and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.

• Process Improvement: Identifying opportunities to optimize workflows and enhance user experience.

• Collaboration: Ability to work effectively with cross-functional teams, external vendors, and stakeholders.

• Time Management: Efficiently manage tasks, prioritize workload, and meet deadlines in a fast-paced environment.

Experience

• Entry level role, demonstrated work experience is not essential.

Qualifications

• Bachelor's Degree or Equivalent: A degree in Information Technology, Computer Science, or a related field provides a strong foundation in technical knowledge and problem-solving skills.

• Professional Certification: CompTIA A+, ITIL Foundation, or equivalent certifications demonstrate a solid understanding of IT principles and best practices.

A little on life at Capricorn

Joining our community is about more than just a job, so here’s what’s in it for you:

• Work flexibility – We’re all unique, and so are the ways in which we work. Whether it’s flexible hours or WFH arrangements, we’ll work with you to find the best way for us to work together.

• Development Opportunities – your success is ours too. We provide opportunities training and development that give you the tools you need to grow.

• Paid parental leave – during life’s most important times, we support both parents’ leave and their transition back to work.

• Get social – our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.

• A place you want to be – from the sweeping city views, coffee on tap and the general buzz of our team, Capricorn is a place you want to be.

• A cherry on top – we’ve got a heap of benefits that our team actually use, including a fantastic reward and recognition program, wellness program, additional leave purchase and so much more!

Sound like you’d be a good fit?

If you are ready to become part of a growing community and make a real impact, get in touch today.