Client Services Analyst

Paramount is a global media and entertainment organisation with some of the best known and loved brands in the world. Employing over 1,700 people locally, and a further 25,000+ globally, we deliver premium content through multiple platforms for the young (and the young at heart of course!).

We pride ourselves on creating content that gets people talking. What’s more, you’ll find all these great shows (and more) on our free-to-air channels (10, 10 Bold, 10 Peach, Nickelodeon), our digital platform 10 Play that also includes a vast array of Free Ad-Supported Streaming TV known as FAST (including numerous MTV and Nickelodeon channels), and our subscription video on demand service Paramount+.

This is a permanent full-time role based in SYDNEY.

Enough about us! What you’ll do as a Client Services Analyst:

As a Client Services Analyst, you will play a crucial role in providing both re-active and pro-active incident resolution and service request management for our technology applications, software, hardware, and network systems. Your responsibilities will include user administration, problem resolution, and facilitating the acquisition and installation of hardware and software. You will also contribute to knowledge sharing within the team and ensure compliance with security policies and standards.

This role operates on a rotating roster between 7am – 6pm, Monday through Friday.

Functions will include:

• Providing accurate incident resolution and service request management within established Service Level Agreement (SLA) time frames, meeting or exceeding user requirements and expectations.

• Liaising with internal support teams, both local and international, and external service providers as required to resolve incidents and complete service requests.

• Facilitating the acquisition and installation of hardware and software for users as required by the business.

• Contributing and document client services-related knowledge to the internal wiki and assist in knowledge transfer across the team.

• Securely maintain the IT operational and physical environments in line with corporate security policies, standards, and work practices.

What are we looking for in a Client Services Analyst:

• Two years of previous experience working in a service/help desk role.

• Strong customer service and work ethic.

• Excellent analytical and problem-solving skills.

• Effective verbal and written communication skills.

• Sound knowledge of Microsoft Office products.

• Experience managing print services.

• Experience in supporting Windows and Mac desktop environments.

• Experience in IT service desk operations and incident management processes using a Call Management and Ticketing System.

Extra points for the following, but not essential:

• Relevant tertiary or industry certified qualifications

• Experience working in a broadcast media environment

• Understanding of media applications (e.g., Adobe Creative Suite)

• Experience in troubleshooting network environments

• Experience in using a Configuration Management System (e.g., SCCM)

• Experience in an Active Directory environment

• Experience in using desktop remote management tools

• Familiarity with Broadcast News systems

Why Paramount?

We could just list the numerous benefits our employees avail of every day. However, for now we'll just leave you with how our employees feel about us:

• 92% of our employees stated they would highly recommend Paramount to a friend (Glassdoor)

• We hold a 4.4 STAR RATING, by far the highest rating in the media sector (Seek Company Profiles)

Paramount embraces differences and we welcome applications from people of all backgrounds regardless of factors such as race, colour, sex, language, religion, political or other opinion, national or social origin, property or birth. These grounds also include age, nationality, marital status, disability, place of residence and sexual orientation.

We recognise Aboriginal and Torres Strait Islander peoples as Australia’s First Peoples, and the Traditional Custodians of the land where we live and work. We pay our respects to Elders, past, present and emerging, and we are proud to live in a country which is home to the world’s oldest living cultures.