ICT Service Desk Analyst
4 days ago
About Us
AustOn Corp manages a portfolio of agribusiness assets for a prominent international pension fund. Our business is expanding through acquisition and organic growth and as a result we are seeking a candidate for the role of ICT Service Desk Analyst within our Corporate Team.
If you are someone who thrives on variety and enjoys being across many aspects of a mid-sized company, this is the perfect role for you.
About the role
As the first point of contact for all ICT-related queries and incidents, you will play a key role in ensuring the smooth running of our technology services across the business. Reporting to the ICT Manager, this role provides high-quality technical support, efficient issue resolution, and contributes to the ongoing improvement of ICT services.
The ideal candidate will bring some helpdesk or service desk experience and be comfortable juggling multiple priorities—particularly during our busy harvest periods.
Key Responsibilities
- Provide Level 1 & Level 2 technical support across hardware, software, system access, mobile devices, and network issues.
- Log, prioritise, and manage service requests and incidents via the ICT ticketing system, ensuring timely resolution or escalation.
- Monitor and respond to tickets and calls within agreed SLAs.
- Support onboarding and offboarding processes, including account setup, permissions, and decommissioning.
- Assist with Office 365, Teams, Windows OS, VPN, remote access, and mobile device management.
- Deliver user education to improve digital literacy and reduce recurring issues.
- Contribute to ICT projects, system rollouts, and updates.
- Maintain accurate records of assets, software licences, and ICT equipment.
- Escalate complex issues to the ICT Manager or external vendors when required.
- Identify and recommend improvements to service desk processes and end-user experience.
What we're looking for
- Previous experience in an ICT Service Desk, Helpdesk, or Desktop Support role.
- Strong knowledge of Windows environments, Office 365, Teams, VPN, and mobile device management platforms.
- Excellent troubleshooting, problem-solving, and communication skills.
- A strong customer service mindset with the ability to explain technical concepts in simple terms.
- Experience working with ICT ticketing systems.
- Ability to manage competing priorities and work under pressure.
- A collaborative, adaptable, and growth-oriented approach.
Why join us?
At AustOn, we are committed to creating a supportive and innovative workplace. You'll be part of a dynamic team with opportunities to:
- Expand your technical skills.
- Contribute to business-wide projects.
- Play an important role in driving technology improvements that support our people every day.
How to applyIf you're passionate about delivering excellent ICT support and want to be part of a forward-thinking organisation, we'd love to hear from you. Click Apply Now to submit your CV
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