Senior IT Service Desk Analyst

About the role

Working closely with peers and stakeholders, this role is responsible for level 1 and level 2 support for IT and OT services. The role acts as a key escalation point for incidents, helps improve service reliability, user experience and safe port operations. This role is a permanent position based in Newcastle, and will report to the Service Delivery Manager based in Sydney.

Responsibilities

• Deliver timely, customer focussed support and administration across the IT and OT environments.
• Perform analysis to troubleshoot hardware, software and network issues within defined SLA.
• Fulfil the provisioning of new starters and leavers functions including third party applications.
• Manage incoming tickets in ITSM tool (ServiceNow) from inception to resolution, resolving incidents, completing Service Requests and managing requests for change associated with currently deployed systems within an ITIL framework.
• Support to the organisation’s desktop environment including M365, Active Directory, and Intune.
• Evaluate applications and software patches for deployment to desktop, including packaging software in MS Intune.
• Set up and deployment of PC’s as required for new starters or as part of life cycle replacement.
• Set up and deployment of Apple iPhones as required for new starters or as part of life cycle replacement.
• Ensure compliance with procurement policies and processes to provision services as needed.

Requirements

• Tertiary qualification in IT/Engineering (or equivalent practical experience).
• Solid exposure to IT support – OT Experience desirable.
• Relevant vendor certifications (Microsoft, Cisco, etc.) desirable.
• Solid understanding of OT and IT networking and security concepts, SCADA etc.

Qualifications

• Good documentation / technical writing skillset.
• Current drivers licence.
• Willingness to travel between locations within the portfolio.
• Willingness to participate in on call arrangements.

Skills

• Tertiary qualification in IT/Engineering (or equivalent practical experience).
• Relevant vendor certifications (Microsoft, Cisco, etc.) desirable.
• Solid understanding of OT and IT networking and security concepts, SCADA etc.
• Good documentation / technical writing skillset.

Benefits

Excellent salary packaging options. Ongoing support through our Care and Wellbeing Program. Rewards for your hard work through service awards and recognition. Heavily discounted gym memberships. Free annual flu vaccinations. Study assistance. Professional memberships.

Pay

Details of pay are not specified at this time.

Schedule

The schedule is not specified at this time.