IT Service Desk Agent

Be Part of Our Next Chapter 

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving.  Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

To provide in-office and remote frontline support for IT service requests, including Level 1 and Level 2 service request and incidents. This role is essential to ensuring business continuity and staff productivity by promptly addressing hardware, software, systems access, and collaboration tool issues. The agent also maintains process documentation, supports both local and remote users, and follows ITIL-aligned practices to contribute to continual improvement in IT services. In addition, the agent is to define and implement continuous improvement enhancements that improve efficiency, governance and security. The role is essential to enable the broader IT Team work on operations and environment management of Coates’ critical business systems such as the ERP, CRM and Business Intelligence platform.

• Engaging with clients and internal stakeholders to gather project requirements and manage project scoping, estimation, and planning.
• Serve as the first point of contact for IT support issues raised via phone, email, and service desk platform.
• Provide remote support to users across various locations using remote access and troubleshooting tools.
• Troubleshoot and resolve hardware, software, connectivity, and configuration issues on Windows 11 and macOS devices.
• Provision, secure, and manage devices through Workspace ONE, including patching and policy enforcement.
• Manage user onboarding and offboarding, including access provisioning in Azure Active Directory and Microsoft 365.
• Support Microsoft 365 collaboration tools (Teams, Outlook, OneDrive), and escalate more complex issues where needed.
• Log and manage service requests and incidents in ITSM System (Freshservice), ensuring compliance with SLAs.
• Provide in-person support for AV systems, meeting room technology, printer, and office peripherals.
• Assist in the management of IT hardware assets, stock levels, and inventory audits.
• Collaborate with the People & Culture team to support employee onboarding/offboarding:
• Setup and removal of user accounts, distribution groups, shared mailboxes (Azure AD, Microsoft 365)
• Provisioning of new hire IT assets and desk setups.

• Communicates clearly and effectively, both written and verbally, when working with managers, directors, and customers, while advising others and setting expectations.
• Strong problem-solving skills for IT related business issues
• Leverages their increasingly on-demand time to help others, efficiently unblock them and enable them to move forward.

• 1–3 years in a Service Desk or IT Support role.
• Hands-on experience with:

• Familiarity with ITSM tools such as Fresh Service.
• Understanding of ITIL principles and how they apply to incident and service request management.
• Strong troubleshooting and customer service skills.
• Excellent verbal and written communication.

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Join a Crew that Cares

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

Be inspired To Be More

We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law). 

Fraud Alert: Employment Scam Advisory

It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as coatesgroupcareer.com.

 We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.

 Please be advised of the following:

- Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com"

- We do not contact employment candidates via email to solicit personal or financial information

- All applications for employment must be submitted through our official website https://coatesgroup.com/careers or directly through our LinkedIn profile: Coates Group

- All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at]hire.lever[dot]co 

If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us. Thank you for your vigilance.