IT Service Desk Analyst

At Amcor we are inspired to change the packaging industry and are taking on the aspirational challenge to make all our products recyclable or reusable by 2025. Through our products and global footprint, we are in a unique position to truly make a difference in the packaging space. Our products impact the lives of millions of people across the globe every day from food, beverage, pharmaceutical, medical, home- and personal-care, and other essential products. Amcor is a thriving S&P 500 organisation listed both on the NYSE (AMCR) and ASX (AMC) with US$13 billion in sales. We have a proud history dating back to the 1860's and come a long way from a single paper mill based in Melbourne to becoming the global leading packaging company. Today, Amcor is an international organisation empowering its 50,000 employees in over 40 countries and across 250 sites.

Will you be next to join our journey towards a more sustainable future?At Amcor we are always looking for talented and passionate individuals who are motivated to make a difference. Working at Amcor means you will have a unique opportunity to be a part of an organisation that is committed to providing sustainable packaging solutions. To find out more about our commitment to sustainability and about Amcor, visitwww.amcor.com.

About the role

The Service Desk Analyst I provides first support for all internal customers to identify, investigate & resolve technical problems for any of our supported software & computing platforms in a professional & courteous manner. This position is to pursue first-call resolution including analysis & determination of probable cause by monitoring internal help desk system for the delegation, assignment and/or completion of trouble tickets.

Key Job Accountabilities

• Provides primary Help Desk and troubleshooting support, while ensuring they are logged/monitored in ServiceNow. Works with other members of the Information Systems Department to troubleshoot more complex user technical problems.
• Takes primary responsibility for troubleshooting, researching and testing solutions to technical issues.
• Will play a key role in technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware, and preparing documentation.
• Must demonstrate strong customer service and team skills, including a patient, approachable demeanour and strong listening skills at all times.
• Performs predetermined work assignments with detailed instructions.
• Follows established guidelines, procedures, and policies.
• Works on assignments that are semi-routine in nature where the ability to recognize deviation from accepted practice is required.
• Contributions are usually limited to assignment related activities
• Escalate tasks to the correct support group for resolution when needed.
• Provide follow-up if necessary to ensure resolution has been met.
• Pursue First-call resolution when possible, including analysis & determination of probable cause by monitoring internal help desk system for the delegation, assignment and/or completion of trouble tickets.

Qualifications/Requirements

• General awareness of computer systems, PC repair, and network management
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Ability to deploy, configure, and support operating systems on desktop and mobile
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
• Strong communication skills
• Microsoft office skills strongly preferred

We expect our people to be guided by The Amcor Way and demonstrate our Values every day to enable the business to win. We are winning when:

• Our people are engaged and developing as part of a high-performing Amcor team
• Our customers grow and prosper from Amcor's quality, service, and innovation
• Our investors benefit from Amcor's consistent growth and superior returns
• The environment is better off because of Amcor's leadership and products

Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you would like more information about your EEO rights as an applicant under the law, please click on the links "EEO is the and "EEO is the Law" Poster Supplement. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 224-313-7000 and let us know the nature of your request and your contact information.

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