It Support Analyst

Overview
Jobs360 Blacktown, New South Wales, Australia
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Responsibilities
Manage and maintain ANC Service Desk, update and assign requests as required
To manage first/second touch technical support in resolving service disruptions, including the logging of all Incidents and Service requests
Provide first/second level PC, network, and technical support for all ANC PC users, supporting Microsoft 365 and technologies, and other internally developed systems as deemed appropriate
Supporting the installation of hardware and software in consultation and direction of Mosaic IT
To ensure all ANC staff are provided with functioning hardware, software, network, and telephony services
To resolve incidents arising from disruptions to hardware, software, network, and telephony services
To provide first/second level support and co-ordinate users' and resolvers' when service disruptions occur
Identify and implement opportunities for improving Service Desk capability, IT Services and business process improvement
Assisting with the ServiceDesk process management and review
Work with various business units to support and maintain new and existing customer data and system integrations
Management of Mobile Phones (IOS and Android) requests including tracking and reporting
Ensure issue diagnosis and resolution according to SLAs within the IT Service Catalogue, ITIL work practices, and procedures.
For the life of the Incident or the Request, ensure timely and accurate updates to the Customer as to the status of an Incident or Request
Ensure retention of ownership, monitor, track and manage Incidents and Requests through their lifecycle
Logs and monitors all Incidents and Requests with clear details/instructions with any customer-specific requests
Support to users covering LAN & DB connectivity issues, as well as hardware and software
ServiceNow, Service Desk Plus (SDP), Zendesk or equivalent toolset administration, supporting Issues, Problem, and Service Desk
Liaison with users and service suppliers i.e., Mosaic IT, PTV, HUB in relation to IT related services/problems escalations, including documentation and update of procedures and instruction
On-site maintenance tasks arising from authorised requests from the IT Service Delivery Manager and/or Mosaic IT, implemented in accordance with ANC policy and procedures
To maintain the register of hardware/software location, Asset Register, licenses, and warranty/service agreements including disposal/sale of equipment in line with ANC asset policy
Preparation and updating of IT procedures documents including desktop procedures
Weekly and monthly reporting of ServiceDesk statistics as required
To participate in the implementation of IT security policy, standards, guidelines, and procedures
Work with the Innovation & Technology and Business Leaders to ensure a coordinated and proactive approach to IT projects
Participate in ANC projects where input may be required
Identify ways to streamline processes that lead to efficiencies (cost, time, etc.)
Help maintain trouble-free computer equipment and networking environment
Update and maintain registers and documentation for IT&S procedures
Help maintain the integrity of the network, internet, intranet, HUB, PTV, and all other ANC systems
Actively contribute to IT initiatives
ShoreXtra Perks
12 Leave Credits available upon regularization
HMO upon regularization
Hybrid Set-Up after training
Game lounge
Shorelife perks (gym membership discounts and more)
Engaging monthly activities
Free and unlimited barista-style coffee
Free parking and shuttle services
Employee referral incentives (Silver)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Human Resources
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Sydney, New South Wales, Australia
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