* Permanent full-time position – 38hr week
* Hybrid position – 2 days WFH / 3 days in office
* Stylish Mascot office – close to cafes & public transport
As part of the Service Delivery team, you will help to diagnose requests or incidents, and either resolving them or escalating them to appropriate teams. The scope also includes the management of incidents, events and user accounts.
* Diagnose, resolve and (if necessary) escalate IT enquiries and issues raised through inbound calls or electronic requests; work with appropriate product, system, application and technology, and process owners to resolve requests and incidents within agreed Service Level Agreements (SLA's).
* Identify and escalate situations requiring urgent attention, providing a clear description of the incident and steps taken in an attempt to resolve the issue, communicating progress regularly to end-users.
* Accurately records ticket notes and incident notes as appropriate and required; capture all actions taken by the team accurately within ticket notes - all tickets must have timely up-to-date status information and keeping customer informed as to the status of their issue at all times.
What You'll Get In Return
We provide our team with a wide range of perks and benefits, including:
* Development and career progression pathways
* Flexible working options available—let's discuss what works best for you
* Access to our employee discounts, benefits and wellbeing program
* Purchased additional leave program
* Novated leasing and salary sacrifice
* 12 weeks Paid Parental Leave in addition to government parental leave scheme
* Volunteering opportunities through the Coates Foundation
What You'll Bring To The Role
* Previous experience providing infrastructure and applications service desk support
* Ability to work across a fast-paced business with a complex network
* Excellent customer service experience to determine the needs of the customer through questioning and active listening
* Technical knowledge supporting Microsoft Windows (10/11), MS Office Suite / 365, Windows Defender / IT hardware troubleshooting skills (desktops, laptops, printers, mobile devices and peripherals)/ Active Directory, Exchange, Citrix, Jira Service Desk, SCCM and Microsoft Intune.
Looking for more reasons to join Coates?
At Coates, we know that people, organisations and communities thrive when everyone feels valued and included.
We're proud to be implementing our second Reconciliation Action Plan and are committed to improving gender representation. We also provide opportunities for growth through our leadership and development programs.
But our impact doesn't stop there. Coates supports local and national charities through the Coates Foundation and invests in more sustainable equipment solutions to help create a greener future for all.
Visit to learn more about our values and opportunities.
Unlock your next career opportunity – apply today
Diversity and inclusion are at the heart of our culture. Coates welcomes candidates from all backgrounds, experiences and perspectives to apply.
Coates. Equipped for you.
Internal applicants must formally apply via People Hub and are encouraged to inform and discuss their application with their current manager.