Desktop Support Analyst

ASC is Australia’s submarine company. We built the Royal Australian Navy’s Collins Class submarines, sustain them, and are now delivering their Life of Type Extension to increase the boats’ service lives. We have also been selected by the Australian Government to sustain and jointly build the nation’s nuclear-powered submarines - the largest and most complex industrial undertaking in Australia’s history.

Our work is interesting and meaningful, contributing directly to Australia’s national security. We offer rewarding roles that provide the opportunity to grow your career, and the flexibility to balance life and work. A career at ASC is like no other, delivering a deeper purpose we can all be proud of.

**About the Opportunity**

The IT Desktop Support Analyst role involves dealing with a wide range of technical issues and user requests. These can vary in complexity, from simple password resets to more intricate software or hardware problems. The analyst must have the ability to handle a diverse set of issues and possess the technical knowledge to diagnose and resolve problems effectively.

Reporting to the Service Desk Manager, you will operate in a challenging environment requiring technical expertise, strong communication skills and the ability to work effectively within a structured framework. The complexity of the role and the framework in which it exists ensure that IT support services are delivered efficiently and in line with industry best practices. Based in Henderson WA.

**Responsibilities**
- **Customer Service**: Providing excellent customer service is crucial for level 1 support this includes maintaining a professional and friendly demeanor.
- **Services Management**:Providing prompt and accurate assistance to end-users is crucial.
- **Technical Troubleshooting**: Level 1 support for a Desktop support analyst should be able to effectively troubleshoot and resolve basic technical issues faced by end users.
- **Incident Management**: Effectively managing and documenting incidents.
- **Advanced Technical Troubleshooting**: Level-2 desktop support analyst should possess advanced technical troubleshooting skills to diagnose and resolve complex technical issues
- **Escalation Management**: Is a crucial function for level 2 desktop support analyst, it involves effectively handling and prioritising technical issues that require escalation

**About you**
- Bachelor’s degree in information technology, Computer Science, or Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent. (preferred)
- Experienced with Azure AD and Intune
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Proven experience working in a technical support role, preferably in a service desk or help desk environment.
- Ability to work independently and collaboratively in a fast-paced environment.
- Flexibility to work occasional evenings, weekends, and holidays as needed.
- Strong understanding of ITIL & ITSM principles and best practices.
- Proficiency in troubleshooting hardware devices (e.g. laptops, desktops, printers, mobile handheld) software, telecommunications and network issues on windows devices and mobile devices.
- Demonstrated experience in maintaining and developing local IT guidelines, processes, practices, and procedures that support a high quality of customer service.

**Eligibility**

This role requires a current National Police Clearance and an Australian Defence Security Clearance. Your eligibility for this role is dependent on you obtaining and maintaining such clearance.

To check your eligibility please visit the Australian Government Security Vetting Agency website.

**Benefits**
- Unique and challenging work with a deeper purpose.
- Flexibility over how, when and where you work for the best work/life balance.
- Up to 10 days additional leave every year so you can rest and recharge.
- Generous parental leave so you can give your family the focus it deserves.
- Subsidised childcare to ease the financial pressure on your family.
- Health and wellbeing initiatives so you can perform at your best at work.
- Professional development opportunities to advance your career.
- A diverse and supportive environment where you can thrive.
- Discounts and exclusive offers from leading Australian brands to help you save.

**About ASC**

Established in 1985, ASC’s 1900-plus staff offer a depth of submarine design, project management, supply chain, construction and engineering experience and expertise that is unparalleled in Australia’s defence industry. The company’s work on Australia’s nuclear-powered submarine build and the Collins Class Life of Type Extension takes place in Osborne, South Australia, with sustainment shared across Osborne and Henderson, Western Australia. ASC also plays a leading role in training Royal Australian Navy submariners.