HomeAway, an Expedia group company, is the world’s leading vacation rental marketplace with over 2 million unique places to stay in 190 countries and a global platform spanning across over 50 websites and 23 languages. Our mission is to make every vacation rental in the world available to every traveler in the world through an online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together.
Purpose of the role
We are looking for a Service Desk analyst to be the main local contact and ensure the delivery of World class IT support to our ANZ offices from our Sydney office. Reporting to the Service Desk Manager - APAC/SAm, you will be joining a team of agents who provide support to HomeAway staff working throughout our Worldwide offices. You’ll be expected to hit the ground running, integrating into the existing team and supporting a a variety of products and services in a company that will provide a challenging environment with exciting opportunities for personal growth and career progression.;
Responsibilities Work on tickets assigned to you in your personal queue Assist others on the team by working on tickets from the global queue where possible or when neededFollow up and post updates on any ticket that has not been updated in the last 24 hoursProvide direct support for any walk ups and users throughout the Sydney office Complete daily conference room checks (including Wallboards) and follow up on any issues or hardware faultsHandle on-boarding and setup of all new equipment and desks for all staff joining the companyManage stock levels and inventory for all IT hardware throughout the officeEnsure new machines and built and configured ready to be issued to new starterPerform laptop refreshes and upgrades for existing staffEnsure all IT areas and storage are organised and presentable at all timesEffectively communicate knowledge with other team members through training and documentationKeep up-to-date with the team’s activities in other timezones Report/escalate any issues from the office to be raised on the CorpIT daily call Assist with ongoing projects for the ServiceDesk and other teams
Qualifications & ExperiencePrevious experience in Service Desk or IT Support / Technician roleTroubleshooting both Windows and Mac operating systems and hardwareUnderstanding of Windows and OSX based software, especially Microsoft Office, Remote Desktop Clients and built-in utilities (Terminal, Activity Monitor, System Preferences, Console, Disk Utility) Experience with remote support and remote control toolsBasic knowledge of networking and TCP/IP/DHCPExperience in managing Windows and OS X within an Active Directory environmentExperience using a helpdesk / ticketing system and workflowsBasic understanding of WDS, GPOs, and OS X preference managementWorking knowledge of basic Audio/Video and Conferencing equipment - Polycom and CiscoBe able to communicate over the phone with multi-national colleagues and take an active part in team meetingsPassionate about IT and technologyExcellent customer service skillsGood communication skills and confidence to bond with the existing team and staff throughout the officePatience/methodical and logical approach to problem solvingTime management skillsBeing able to work independently as well as part of a teamAbility to work with other technical teams throughout the company
To find out more, checkouthttps://youtu.be/Ut6eZpy0xpshttp://www.homeaway.comhttp://bit.ly/HAJob#LifeatHomeAway