Bilingual IT Client Support Analyst - Hybrid Service Desk

Sitka Inc.; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

W. L. Gore & Associates, Inc. is seeking an experienced IT Client Support Analyst for Belrose, Sydney. You will join a small virtual team delivering on-site client support and remote Service Desk services across Sydney, Shanghai and Beijing.

You will field calls, emails and chats, document ITSM tickets, diagnose incidents, and escalate as needed. You will also manage IT asset lifecycle activities for devices, ensuring secure provisioning and disposal.

Qualifications

• Bachelor's degree in a computer-related field with relevant work experience or equivalent
• Strong customer service skills and ability to manage inquiries promptly
• Experience working in a Service Desk environment and IT incident management
• Experience providing desktop client and network support in a corporate setting
• Excellent verbal and written English and Mandarin communication skills
• Strong organizational skills, attention to detail and proactive attitude

Responsibilities

• Provide on-site IT client support and remote Service Desk assistance to end users in Sydney, Shanghai and Beijing.
• Follow ITIL best practices for ITSM ticket management and document incidents with details, work notes, and communications.
• Diagnose and resolve IT incidents and service requests in a timely, professional manner.
• Perform root cause analysis and suggest process or service improvements.
• Manage IT Client Computing and Mobility inventory, including procurement, provisioning and decommissioning.
• Collaborate within a small virtual IT Client Support Team to meet regional Infrastructure and Operations needs.
• Provide major incident management support as required and participate in global conference calls.
• Occasionally travel regionally and internationally (<5% of time).
• Maintain up-to-date knowledge of industry trends and solutions for professional growth.

Skills

Customer service

Service Desk

Desktop support

English

Mandarin

Organizational skills

Initiative

Education

Bachelor's degree in computer-related field

Associate degree in computer-related field

Five years' experience installing and maintaining PC hardware and software

Tools

ServiceNow

Microsoft Intune

Azure

Office 365

MS Teams

SharePoint

Job description

W. L. Gore & Associates, Inc. is seeking an experienced IT Client Support Analyst for Belrose, Sydney. You will join a small virtual team delivering on-site client support and remote Service Desk services across Sydney, Shanghai and Beijing.

You will field calls, emails and chats, document ITSM tickets, diagnose incidents, and escalate as needed. You will also manage IT asset lifecycle activities for devices, ensuring secure provisioning and disposal.