IT Service Desk Analyst

Melbourne, VIC, AU, 3000**About John Holland**:
At John Holland, our purpose is simple, we transform lives with everything we do. We’ve always known at its heart infrastructure is about people — our customers, our employees, and the communities in which we work.

That’s our difference. Deep experience and capability with a genuine care about creating better lives for people along the way.

Be part of a team that thrives on rising to the challenge of transforming lives for good.

**About You and the Role**:
This is not your average Service Desk role. As a Service Desk Analyst with John Holland you will be the first point of contact for resolving IT related enquiries and incidents via calls, tickets and walk-ups ranging from (primarily) Level 1 through to Level 2. Common issues will include troubleshooting specialist apps, M365 support, Windows 11 support, identity management, printer and software support, mobile phone support and following up incidents/requests.

The service desk operates Monday to Friday, 7am to 7pm. You will work on a rotating roster covering a timeslot within the opening hours. You will also provide support at our walk-up Tech Bar on a rotating roster.
Your focus will be on customer service excellence, providing a great user experience and delivering IT support aligned to our business requirements.

We are looking for a vibrant, energetic ‘can do’ person with an unflappable nature, the ability to juggle competing priorities, and confidence in dealing with stakeholders at all levels. You will be a clear and articulate communicator who likes getting their hands dirty and considers themselves a natural problem solver.

**What you will do;**:

- Solve all manner of issues and enquiries via phone calls, tickets or walk-up requests
- Provide end user support for all company IT infrastructure, software and systems
- Troubleshoot issues/faults and escalate to IT Support Technicians, IT Application Analysts or IT Engineers
- Always aim to provide First Call Resolution and adhere to Service Level Agreements
- Familiarity with ITIL processes and concepts including Incident/Problem/EventService Catalogue Management and Change enablement
- Identify and recommend network, software and hardware improvements as necessary
- Be an active part of the ongoing improvement of our internal systems, processes and infrastructure
- Create and keep up to date knowledge base articles to end users and document internal IT procedures for Service Desk documentation
- Triage calls that cannot be resolved, take detailed reports of issues including screenshots, before escalating to relevant teams

**What we are looking for;**:

- Qualifications in Computing or other relevant discipline
- Help Desk and Level 1-2 support experience ideally within construction/engineering
- Accreditation such as Microsoft Certified Professional (MCP), or Information Technology Infrastructure Library (ITIL) certification
- Excellent people skills and a passion for customer experience
- A logical approach to problem solving and strong attention to detail
- Positive attitude and superior customer services skills
- Confidence in handling walk-up support requests and deskside support

**As part of the team, you help us deliver on our promise to transform lives.**:
Your success is reflected in ours, so we’re committed to being an employer of choice. We pride ourselves on having a diverse and inclusive workplace, as different perspectives and ideas will deliver our long-term success.

We want you to be with us for the long-term, so providing you with rich career experiences and ongoing development is our priority.

**What’s in it for you when you join John Holland?**:
We’re about connecting your sense of purpose to ours. We understand that your career is one of the biggest ways to have an impact on the world. We also believe in supporting you as a whole person, not just an employee.

We reward and support our people in so many ways. This starts with being flexible about how different people like to work. From industry-leading leave policies to wellbeing and relationship support, your needs sit at the heart of our employee benefits.

**We offer**:
**Competitive remuneration **with salary continuance, and salary sacrifice packaging options available.

**Great leave benefits **including 18 weeks paid parental leave with superannuation and up to an extra 18 weeks of superannuation paid on further periods of unpaid parental leave, multicultural leave exchange and two additional John Holland Days to prioritise health and wellbeing.

**Career progression** underpinned by our exciting pipeline of work means you’ll have the opportunity to work on iconic projects that are shaping cities and communities.

**Learning and development opportunities** where you’ll have access to emerging talent programs, building your career through clear career pathways, and technical and leadership training and development opportunities.

**Inclusion and div