IT Support Analyst

We have an exciting opportunity…

For an IT Support Analyst to join the team at IntoWork Australia, located in Northcote, VIC. This is an excellent opportunity for a highly motivated and enthusiastic individual to join the team and be part of the IntoWork Group.

The Company:

IntoWork Australia is the leading national provider of Employment, Skills, Education and Support services that support economic and social participation. Everything we do, including our range of tailored pathways for individuals and workforce solutions for employers, is underpinned by our vision - 'Vibrant Futures' - for our staff, service users, and business clients.

About the role:

We're seeking someone with a strong background in IT Support. Working under the direction of the IT Customer Services Team Lead, the IT Support Analyst will ensure reported ITSM tasks are correctly categorised, manage requests / incidents through to resolution, or where necessary facilitate seamless escalation to senior resolver groups or vendors.

Key Responsibilities:

• Provide customer-centric support, assisting your peers to effectively investigate, remediate and document technical issues.
• Use your passion and natural inquisitive for end user computing (application, software and hardware) to complete intuitive troubleshooting of identified incidents, documenting findings to support further investigations, or escalation as necessary.
• Be a key contributor to creation of knowledge of known errors and publish workarounds to facilitate efficient transfer of knowledge with your peers, and support problem management.
• Proactively assess inbound incidents, to quickly identify clusters of incidents to prioritise and confidently invoke major incident or problem management procedures to maintain service levels.
• Install, and maintain assets including provisioning and tracking of end users devices including laptops, printers and mobile phones.
• Write and present technical instruction to support peers within the IT team to work effectively and efficiently.
• Understand impact and urgency of consecutive incidents raised, and effectively manage priorities ensuring our clients expectations are met consistently.
• Ensure impacted clients communication is maintain for the life assigned requests or incidents.
• Have a broad understanding of end-to-end service delivery, to be able to undertake analysis of potential points of failure contributing to delivery of software and applications to expected service levels.
• Be confident accessing outputs from systems logs, monitoring tools and other operational outputs to understand potential issues and use internal and external knowledge sources to interpret to formulate potential solutions.
• Maintain and validate requests and incident records to ensure metadata is correct and use this data to assist with identification of broader systemic issues.
• Manage workload, and where necessary proactively work with the IT Customer Services Team Lead to ensure user expectations are met with relation to external service level agreements, as well as internal organisational level agreements.

Key Selection Criteria:

• Certificate IV in Information Technology or similar industry qualification or experience.
• Demonstrated experience in some of the following IT related activities, including wide or local area network administration, desktop hardware or software support, IT operations support, security support.
• Knowledge of Microsoft applications and end user device hardware.
• Organisational ownership and values alignment.
• Work on and effectively prioritise multiple technical issues and customer updates.

What's in it for you?

• Professional development and career growth opportunities.
• Access to the Employee Assistance & Wellbeing Program, including confidential counselling and financial, nutrition, and legal support services.
• A supportive team culture and dynamic work environment.
• Working with a national team of IT specialists.

Join Us

If you're ready to grow your career in an organisation that values its people, click 'Apply' and attach your cover letter and resume.

Applicants must be eligible to work in Australia. A current Working with Children Check and National Police Check are required (can be arranged for the successful applicant).