IT Support Analyst - Level 1

As a Level 1 Support Analyst, you’ll be the first point of contact for IT support across Bapcor’s store network, support offices and distribution centres. You’ll deliver outstanding service, resolve technical issues efficiently, and contribute to building a high‑performing, customer‑centred IT support environment.
This is an entry‑level role suited to someone enthusiastic, proactive, and eager to grow in the IT support space.
What You will do:
Deliver exceptional customer service across all IT support interactions.
Answer and resolve Level 1 support calls, emails and self‑service incidents in line with KPIs.
Aim to resolve 80% of all Level 1 tickets within 15 minutes.
Perform triage on incoming requests and escalate complex issues where necessary.
Log all incidents and requests accurately in ServiceNow.
Provide face‑to‑face support at the Mt Waverley “IT Service Bar” when required.
Contribute to creating and maintaining Knowledge Base articles.
Participate in rotating shifts, on‑call rosters and public holiday support as needed.
Minimum 1 year experience in a customer‑focused helpdesk or IT support role.
Excellent communication skills with a strong customer‑first mindset.
Basic knowledge of Active Directory and exposure to multi‑domain environments.
Understanding of networking fundamentals (DNS, DHCP, TCP/IP).
Experience supporting retail store systems (POS, RF scanners, EFTPOS).
Proficiency with remote access tools (e.g., TeamViewer, RDP) and troubleshooting MFA/VPN.
Solid knowledge of Windows 10/11 and Microsoft 365.
Strong problem‑solving skills, a can‑do attitude and alignment with Bapcor’s values.

Employment type
Full-time

Work arrangement
No