Desktop Support Analyst, Information Technology

Be part of an organisation that helps to shape our communities
- Permanent role with structured career progression within our business
- Environment where collaboration and innovation are encouraged

About SMEC

SMEC provides unique opportunities to work on iconic industry projects with experienced colleagues and leadership teams. We support and empower employees to drive innovation initiatives within a well-established and growing organisation.

With over 16,500 employees working out of 120 offices in 40+ countries throughout Australasia, Asia, the Middle East, UK, Africa, North and South America, we partner with our parent company Surbana Jurong and sister company Robert Bird Group (RBG) to deliver integrated Infrastructure, Urban Development and Management Services expertise to our clients worldwide.

The Role

We are seeking to engage an enthusiastic Desktop Support Analyst to join our National IT Team in Brisbane. Reporting to the Team Leader - Information Technology, the holder of this position will work closely with Functional Managers and employees to provide high quality desktop and user support, including innovative and timely solutions to more complex IT system problems.

Key Responsibilities
- Set up new users' equipment and software
- Diagnose and troubleshoot user problems
- Provide accurate and timely responses to incident and service requests
- Identify and respond to systems issues and research/analyse appropriate solutions
- Maintain document systems in accordance with Quality Assurance (QA) guidelines
- Ensure that all tasks are undertaken in accordance with SMEC's policies and procedures as documented in the Business Management System (BMS)
- Perform hardware and software installations, including non-standard, custom builds
- Conduct hardware and software upgrades and implementation
- Ensure safe storage, transport and handling of equipment and assets
- Undertake planned backups and restore business data as required
- Use the SMEC asset management system to order equipment, software and other IT assets
- Use and maintain the SMEC register to track all computing equipment located in the relevant offices
- Develop and maintain client focus and relationships with internal clients and stakeholders
- Provide high level customer service through the delivery of innovative and timely solutions
- Communicate professionally and appropriately with stakeholders
- Undertake assigned tasks and project activities under direction, with guidance and in line with policies and procedures
- Communicate with colleagues and industry contacts to establish professional networks and develop industry awareness
- Clarify issues and needs of internal clients and stakeholders to enable the development of suitable solutions that meet business needs
- Adopt a collaborative approach by listening to and valuing other's contributions and recognise when it is appropriate to seek assistance

About You
- Tertiary qualification in Information Technology or related field
- Microsoft MCP (or similar industry certification)
- Prior experience in a similar IT Support/Analyst role for 3-5+ years, preferably in a Help Desk environment
- Provide level 1 to 2 in-house and remote desktop support to a customer base of approximately 200 users
- Good working knowledge of Microsoft Office 2016 and Office 365
- Sound working knowledge of Microsoft Windows 11
- Knowledge of SCCM and VMware environment would be a plus, but not essential
- Experience supporting engineering design programs such as Autodesk, Bentley & 12D to multiple uses of HP laptops, tablets and mobile workstations will be highly regarded
- High level awareness of IT products and embraces new & emerging technologies

In return, SMEC offers you the benefits that come from working in a global multidisciplinary consultancy in an environment where your fresh ideas and enthusiasm will be welcomed and rewarded.

How to Apply

All recruitment activities go through our Resourcing function and currently, this role does not require agency input. Please do not forward resumes directly to SMEC employees/managers; we do not accept unsolicited resumes and are not responsible for any associated fees.

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world