IT Support Analyst

The principal purpose of the role is to provide end-user support and customer service on AMA-supported application software products, hardware and/or infrastructure components. This encompasses incident management and requests reported to the AMA service desk. You will be responsible for providing high quality IT Support to a wide variety of AMA users.  

AMA

AMA Group is the leader in collision repairs, with the biggest network of facilities across Australia and New Zealand, supported by Australia’s leading distributor of vehicle parts and accessories. Our Team provides repairs for light to high-severity collisions — on everything from small private vehicles and prestige cars to commercial trucks and buses. With around 3,500 people across approximately 150 locations, we deliver outstanding customer service and get over 300,000 people and businesses back on the road every year. With AMA Group, you can go anywhere.

The Opportunity

We have an exciting opportunity for IT Support Analyst to join the team at Rowville, Victoria.

Reporting to the Service Delivery Manager, providing end-user support and customer service on AMA-supported application software products, hardware and/or infrastructure components. This is a permanent full-time role, and you will be provided with opportunities for growth, stability and security as part of the bigger AMA Group. 

Role responsibilities

• Troubleshoot and resolve issues affecting AMA Group within the agreed SLA
• Creates a positive customer support experience that builds strong relationships
• Log and resolve incidents and requests, and manage IT outages and disruptions
• Setup, configure and deploy new hardware across the group.
• Follows up with IT internal resources, external partners & vendors involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
• Create and maintain documentation to improve the knowledge base.
• Work closely with the IT Team and take initiative to improve IT Operations
• Effectively prioritize and handle multiple tasks simultaneously
• Performs other duties as assigned

Does this sound like you

• 2+ years of experience in a Service Desk or IT Support role;
• 1+ years’ experience within a industrial/manufacturing/automotive environment;
• Solid experience with Microsoft Office Support and Office 365;
• Good working knowledge of Active Directory, Group Policy, and Office 365;
• Experience with Intune for re-imaging tasks;
• Excellent verbal and written communication skills with a client-focused service mentality; and
• Strong troubleshooting abilities to resolve technical issues swiftly and effectively.
• Ability to work in a fast-paced environment and manage high volume tasks
• Strong communication skills with the ability to establish relationships with stakeholders across all areas of the business
• Strong sense of integrity to ensure the information we provide is timely and accurate
• Passion for IT coupled with an appetite to learn and grow
• Tertiary studies in IT is advantageous but not essential

Benefits

• Reward & recognition - Service level awards and other incentives.
• Career development and training. -When we promote, we look internally first.
• Referral bonus for recommending a friend to work with us - Up to $2000 per referral.
• Annual performance-based remuneration reviews
• Site initiated incentives, including BBQ lunches, gift cards, team dinners and events, end of year XMAS function.
• Uniforms provided.
• More than 55 sites across Australia and New Zealand.
• 24/7 professional counselling for Team members and their immediate families

We champion our Team, because it’s our people that set us apart and drive our business' success. We focus on individual strengths and value differences to bring the best out of people, enhancing their skills and capabilities to build fulfilling careers.

AMA Group is an equal opportunity employer. We are dedicated to finding the best fit for every role. All qualified applications will be considered regardless of gender identity or expression, age, religion, national origin, disability, or sexual orientation.

No matter who you are, if you have the drive and talent to progress, when you’re part of our Team, you’re going places - APPLY NOW.