IT Support Analyst

2 weeks ago

Melbourne, Victoria, Australia Shell Energy Full time
  • Be part of a high performing team with a great team culture
  • We prioritise respect for each other, our customers, communities & stakeholders
  • Flexible work options, competitive salary with generous leave benefits

The world's biggest challenge needs you, here.

Big challenges require big solutions. And the transition to a net-zero world is about as big as it gets. Working at Shell Energy - one of Australia's leading energy retailers - puts you at the heart of that endeavour.

Be part of a team with the expertise and drive to succeed

Based in Melbourne, the IT Support Analyst is the initial point of contact for internal customers logging service requests and inquiries, the primary objective is to provide friendly, customer-focused support through various channels including the service desk portal, telephone, walk-up, and internal chat. This role involves assisting end-users with a range of technical services and issues, such as application configuration, network configuration, and security permissions. Additionally, it requires strong troubleshooting skills to identify, research, and test solutions for technical requests and incidents.


With honesty, integrity and respect, you will:

  • Deliver superior customer service that focuses on positive outcomes for end-users;
  • Communicate status updates and schedule troubleshooting appointments with end-users;
  • Fulfill requests for technical assistance efficiently and professionally;
  • Provide IT orientation for all newly joined staff members—ensuring staff are set up and equipped with relevant IT system access when they start;
  • Provide first and second level support for request and incident resolution via ITIL Service Desk;
  • Prioritise requests and manage request queue within established SLA thresholds;
  • Troubleshoot network related issues (Wi-Fi, VPN, and local configuration);
  • Create user accounts and manage end-user access to internal IT Systems;
  • Provide typical application troubleshooting and support;
  • Perform on-call duties as per team call roster;
  • Maintain technical knowledge base and documentation;
  • Participate in Root Cause Analysis, Incident Management, and Problem Management;
  • Liaise with external vendors for resources and equipment;
  • Facilitate IT related incident and problem resolution between end-users and vendors;
  • Create and manage purchase requests; and
  • Follow established controls for auditing end-user account access.

What you'll bring

  • Previous IT industry / Service Desk support experience;
  • Highly proficient reading, writing, speaking, and listening skills;
  • Ability to deliver quality customer service to end-users;
  • Demonstrated level of maturity in organisational, time management, and problem-solving skills;
  • Ability to work within negotiated response times and manage priorities;
  • Excellent knowledge of Microsoft Office platform and component applications;
  • Excellent knowledge and experience of Microsoft Windows operating systems;
  • Familiarity utilising Active Directory, DNS, and DHCP;
  • Conceptual and applied understanding of LAN and Wireless networking concepts;
  • Understanding of network infrastructure components their purpose: switches, routers, firewalls, and wireless access points; and
  • Knowledge of and experience in the installation and configuration of Personal Computers (PCs) and peripherals in a networked environment.

Why join our team

Every day, our people bring deep expertise, true innovation and investment to help our clients - and the world - reduce their environmental footprint. You can be part of that change.

Here are the top reasons why our people choose us:

  • Purpose that you can see. As the IT Support Analyst, your technical expertise will help us achieve our vision of a better energy future.
  • Work that's interesting, innovative and high impact. We hope you'll love the challenge and opportunity to achieve - for Shell Energy, your team members, and you.
  • People who bring the expertise and drive to succeed. Our team is respectful, inclusive, and prioritises connection and collaboration.


We think you'll love it here too. Some of our benefits include:

  • Competitive remuneration packages, including an attractive incentivised bonus program.
  • Generous paid parental leave options that give team members more time to enjoy what matters most.
  • Flexible working arrangements, with modern workplaces and technologies that support new, hybrid ways of working.
  • An Employee Assistance Program for you and your family when you need it.

Visit our careers site to find out more.

Read the stories of our incredible people.

Join us. Together, we can make the difference count.

Shell Energy is an Equal Opportunity Employer that values the diversity of its people. We do not discriminate on the basis of gender, race, religion, colour, national origin, sexual orientation, age, marital status, veteran status or disability.

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