Information Technology

Service Desk Analyst - ANZ

AUS - Sydney

About Us:

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.;


  • 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 needed
  • Follow up and post updates on any ticket that has not been updated in the last 24 hours
  • Provide 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 faults
  • Handle on-boarding and setup of all new equipment and desks for all staff joining the company
  • Manage stock levels and inventory for all IT hardware throughout the office
  • Ensure new machines and built and configured ready to be issued to new starter
  • Perform laptop refreshes and upgrades for existing staff
  • Ensure all IT areas and storage are organised and presentable at all times
  • Effectively communicate knowledge with other team members through training and documentation
  • Keep 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 & Experience

  • Previous experience in Service Desk or IT Support / Technician role
  • Troubleshooting both Windows and Mac operating systems and hardware
  • Understanding 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 tools
  • Basic knowledge of networking and TCP/IP/DHCP
  • Experience in managing Windows and OS X within an Active Directory environment
  • Experience using a helpdesk / ticketing system and workflows
  • Basic understanding of WDS, GPOs, and OS X preference management
  • Working knowledge of basic Audio/Video and Conferencing equipment - Polycom and Cisco
  • Be able to communicate over the phone with multi-national colleagues and take an active part in team meetings
  • Passionate about IT and technology
  • Excellent customer service skills
  • Good communication skills and confidence to bond with the existing team and staff throughout the office
  • Patience/methodical and logical approach to problem solving
  • Time management skills
  • Being able to work independently as well as part of a team
  • Ability to work with other technical teams throughout the company

    To find out more, checkout

  • #LifeatHomeAway
  • Note to Third-Party / Recruitment Agencies / Executive Search Firms: HomeAway does not accept unsolicited resumes from third-party recruiters or recruiting agencies. Please do not forward unsolicited resumes to any employees of HomeAway.

    HomeAway is not responsible for any fees related to unsolicited resumes.