Help Desk Analyst

About this role

Gain exposure nationally – join a market leader!

Career development and opportunities will be ongoing!

Use your customer service and communication skills to provide support to our teams!

At CSR, we're building a better future together.

We are a team of 2,600 people across Australia and New Zealand, and we are all collaborating every single day towards a shared purpose - 'Building solutions for a better future'. As a leading Australian Manufacturing business, we're at the forefront of developing innovative, sustainable, and high performing building products and systems.  

At CSR, we put people first. We are committed to creating a safe, respectful, supportive, and inclusive working environment that enables everyone to feel valued, grow and truly thrive. We are committed to providing equal opportunity for everyone and welcoming people of all backgrounds, identities, experiences, abilities, and life stage.

About the role

We have an opportunity in our IT Department to join our Helpdesk support team. . This position requires an customer-centric individual with the ability to build strong relationships with customers and business stakeholders and who is willing to go the extra mile to achieve an exceptional outcome.
As a Helpdesk Analyst, you will be the first point of contact for IT enquiries providing first level technical support across core systems, hardware, and network infrastructure to staff and customers in Australia and New Zealand This role involves shift work between the hours of 6am and 6pm and you will be required to be on call once a month. You will ideally have 1 years experience working on a Helpdesk, but most important is your approach with your customers, willingness and desire to support at the highest standard.

In this role you will;
1. Provide Exceptional Customer Support: Offer first-level technical assistance to stakeholders, ensuring high-quality service and timely issue resolution.
2. Incident Management & Escalation: Log, categorize, and escalate incidents and requests accurately, ensuring clear communication.
3. Continuous Improvement: Contribute to process improvements, participate in knowledge sharing.
4. Performance Monitoring: Support achievement of key performance metrics, such as SLA adherence and Grade of Service.

What you bring to the role;

• Advanced understanding of Windows 10 and 11
• Advanced understanding of MS Office and Office 365
• Advanced understanding of MS Outlook
• Sound knowledge of LAN/WAN Technologies
• Sound knowledge of SOE Principals and Concepts
• Sound knowledge of Active Directory
• Solid experience supporting Android and iOS

• A customer focused approach to meeting and exceeding customer expectations
• Ability to communicate clearly and professionally (both verbal and written)
• Ability to explain complex technology terms in a way which suits the intended audience
• Ability to work in a high call volume environment while adhering to KPIs and SLAs
• Ability to multi-task, prioritise and manage time effectively
• Highly self-motivated learner with a passion for IT and a willingness to learn new technologies and take on new tasks

What we offer

We strive to support your professional and personal growth. Here are some of the perks you'll enjoy as part of the CSR team:

• Attractive salary and benefits, including access to exclusive discounts and offers.

• Supportive and collaborative culture that fosters innovation and inclusion. You'll be surrounded by talented colleagues who are passionate about their work and committed to helping each other succeed.

• Care and wellbeing offer includes up to 16 weeks of paid parental leave, 52 weeks of superannuation payment, and access to an employee assistance program.

• Rewarding career with on-the-job learning, development, and upskilling opportunities within and across our brands

How to Apply:

Just click on the Apply for this job button.

We encourage you to apply even if you don't meet 100% of the requirements. If you're passionate about making a positive impact and you see yourself in this role, we'd love to hear from you!

To find out more about us, visit www.csr.com.au

We have a strong commitment to workplace health and safety and the wellbeing of our people. Successful candidates will be required to undertake a pre-employment medical including drug and alcohol screening and a background check.