Excellent Salary and Free Onsite Parking Career Development and Progression Corporate Discounts Available Rowville, Melbourne Full Time | Hybrid Work Model Available for the Right Candidate Do you enjoy helping people and solving problems? Are you confident on the phone and comfortable being the first point of contact for IT support? We’re looking for a customer-focused IT Service Desk Analyst to join our team in Rowville, Melbourne . This is a people-first role where you’ll spend much of your day taking calls, responding to online requests, and occasionally assisting colleagues who visit the IT desk in person. If you thrive in a fast-paced environment and take pride in delivering great service, this could be the opportunity for you. A hybrid work model is available for the right candidate. About the Role As part of our IT Service Desk team, you’ll provide first-level support to over 400 locations across Australia, New Zealand and South East Asia, including stores, warehouses and support offices. Working core business hours between 6:00am and 7:00pm, Monday to Friday , you will: Be the first point of contact for IT support via phone and self-service portal Provide friendly, professional assistance to users over the phone Support walk-up IT requests from team members onsite Log, track and update incidents and service requests in ServiceNow Aim to resolve issues at first contact wherever possible Escalate complex or high-priority incidents to Level 2/3 teams when required Work collaboratively with broader IT teams to maintain reliable services This role balances customer interaction with hands-on troubleshooting, making it ideal for someone who enjoys both people and technology. What You’ll Bring We’re looking for someone with a genuine passion for customer service and the ability to stay calm and solution-focused in a busy support environment. You will demonstrate: A strong customer service mindset Excellent verbal and written communication skills Confidence managing a high volume of phone calls A positive, proactive and “can-do” attitude The ability to build strong working relationships Good problem-solving skills and initiative Flexibility to work across a rotating roster between 6am–7pm The ability to work both independently and as part of a team Technical Skills & Experience (Desirable) While not essential, experience in the following areas will be highly regarded: Microsoft Windows 11 support Microsoft Office application support User administration in Active Directory Working within an ITIL framework ServiceNow or similar ticketing systems Citrix environments Retail systems including POS Warehouse Management or Financial Systems Experience in retail, wholesale, distribution or supply chain industries If you have strong customer service skills and a passion for technology, we encourage you to apply — even if you don’t meet every technical requirement. Why Join Us? At GPC Asia Pacific, we are committed to supporting our people and helping them grow. In addition to a rewarding and challenging career, we offer: Staff discounts across the GPC Asia Pacific group Private health insurance discounts Employee Assistance Program A highly safety-conscious work environment Paid volunteer leave Parental leave top-up allowance Hybrid working opportunities (for the right candidate) About Us Movement is in our DNA. GPC Asia Pacific is one of the largest industrial and automotive aftermarket parts and service suppliers across Australia, New Zealand and South East Asia. Our iconic brands include Repco, NAPA, McLeod Accessories and Motion Industries. With over 8,000 team members across Asia Pacific and 60,000 globally as part of Genuine Parts Company, we offer genuine career growth opportunities. If you’re ready to combine your people skills with technology in a supportive, high-performing team, we’d love to hear from you. Apply now. Please note only shortlisted candidates will be contacted. Not the right fit? Let us know you're interested in a future opportunity by joining our Talent Community on jobs.genpt.com or create an account to set up email alerts as new job postings become available that meet your interest! GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
