IT Service Desk Analyst

Changing Lives, Transforming Careers

At Amplifon, we’re more than a company. As the Global Leader in hearing care, we combine cutting-edge solutions with a personal touch to create unforgettable experiences for our customers.

With a shared vision to empower people and push boundaries, we thrive in a culture built on care, collaboration, and impact. Here, your work fuels innovation, growth, and a purpose that resonates far beyond the ordinary.

Join us and shape a future where sound connects, inspires, and transforms lives.

Life At Amplifon

Working at Amplifon gives you the chance to make your voice heard, build strong working relationships, and create your own tailor-made career. 

Here, you’ll find all the support, tools, and opportunities you need to grow, whether it’s through our top-class development programs or by taking on projects in other parts of the world. And your colleagues will be there to motivate and inspire you every step of the way.

Position Purpose

• Provide support of Clinical management, IT hardware & Software troubleshooting to Amplifon Australia
• Support the implementation of IT projects

Key Accountabilities and Responsibilities

• Provide Level 1, 2 support for Hardware and Software incidents
• Manage IT incidents via a ticket management system
• Maintaining and update of Service Now asset records and incidents
• Troubleshoot and support Desktop PCs, Laptops, Mobile Phones, Computer Networks, Printers, EFTPOS terminals and IP Phones.
• Maintaining IT asset registers accurately
• Disseminating IT information to relevant users, support members, and provide training to end users.
• Share knowledge with team members
• Providing application configuration and maintenance of IT systems, IT Hardware, Cloud telephony systems
• Work alongside other teams and suppliers to ensure service interruptions are restored to meet business requirements and agreed SLAs
• Responsible for the support, maintenance, repair or replacement of applications and IT hardware and their interfaces to ensure maximum availability and quality
• Initiate, implement and manage the maintenance and release programs based on best practice
• Reporting – provide regular status on incidents and project work activities
• Ensure new systems and functions introduced are integrated to the existing IT environment without any negative impact to the business
• Ensure all work is carried out and documented in accordance with required standards, methods, and procedures
• Ensure risks to the environment are identified early and mitigation strategies deployed
• Willingness to work during weekends and evenings on an on-call roster basis
• Meeting assigned KPI’s
• Other tasks as deemed appropriate by Manager

Desired Qualifications

• Recognised Tertiary Degree in Information Technology

Essential Experience

• Minimum 1.5 years work experience in IT applications and hardware support role

Desired Experience

• Hands-on experience in project delivery environment

Soft Skills

• Alignment to the Amplifon Values
• Excellent written and verbal communication skills
• Effective problem-solving and IT troubleshooting abilities
• Strong analytic and functional analysis capabilities
• Structured and processes driven
• Ability to influence others
• Must be a team player
• Results/Solution orientation and focus
• Strengths in value creation & innovation
• Ability to manage and prioritise competing demands with a customer-focused and outcomes-cantered approach

Technical Skills

• Prior experience of working with O365, ServiceNow or a similar system will be an added advantage.
• Prior experience in supporting a call center environment will be an added advantage.
• Prior experience of working with CRM Systems
• Recognized ITIL knowledge and expertise
• Good experience in Cloud technologies, such as AZURE AD, Exchange 365, Entra Admin.
• Knowledge on cloud telephony systems such as InContact and FUZE will be an added advantage.
• High proficiency using MS Office Suite
• Remote Access Tool experience (Datto preferred)

Putting People First

One of the ways we amplify careers is by helping our people achieve their full potential. We do so by providing constant constructive feedback and training opportunities that empower our people to excel. 

In addition, if you’re ready to put in the hard work, we’ll make sure your dedication and achievements are recognised.

Ready to take the next step in your career? Amplify your purpose with Amplifon!

As an employer that embraces Equal Opportunity and promotes inclusion and diversity, we encourage people of all ages and backgrounds to apply.