Global IT Client Support Analyst

W. L. Gore & Associates; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

W. L. Gore & Associates is seeking an experienced IT Client Support Analyst in Sydney to provide on-site and remote service desk support across Sydney, Shanghai and Beijing. You will diagnose incidents, manage IT assets, and work within a small virtual team to ensure timely resolutions.

Strong English and Mandarin communication, ITIL knowledge and ServiceNow experience are valued, with occasional travel regional and international. Join a global company focused on practical, durable solutions.

Qualifications

• Bachelor/Associate degree or equivalent IT experience as listed.
• Experience in PC hardware/software installation and maintenance.
• Strong customer service and English/Mandarin communication.
• Experience in Service Desk and desktop/client support.
• Knowledge of ITIL ITSM processes and ticket management.
• Ability to work in a small virtual team and travel regionally.

Responsibilities

• Provide high-standard customer service via calls, emails and chats.
• Follow ITIL ITSM to log and manage incidents and requests.
• Diagnose and resolve incidents in a timely, professional manner.
• Perform root cause analysis and suggest process improvements.
• Manage IT Client Computing and Mobility inventory and assets.
• Collaborate in a small virtual IT Client Support Team.
• Provide major incident management support when needed.
• Attend team meetings and global calls, occasionally outside hours.
• Be willing to travel regionally and internationally.
• Pursue ongoing growth and expertise in IT trends and solutions.

Skills

Customer service

Service Desk experience

Desktop client support

English & Mandarin communication

Organizational skills

Initiative & self-motivation

Education

Bachelor's degree in computer-related field

Associate degree in computer-related field

Five years' IT hardware/software experience

Tools

ServiceNow

Microsoft Intune

Azure

Office 365

MS Teams

SharePoint

Job description

W. L. Gore & Associates is seeking an experienced IT Client Support Analyst in Sydney to provide on-site and remote service desk support across Sydney, Shanghai and Beijing. You will diagnose incidents, manage IT assets, and work within a small virtual team to ensure timely resolutions.

Strong English and Mandarin communication, ITIL knowledge and ServiceNow experience are valued, with occasional travel regional and international. Join a global company focused on practical, durable solutions.