Global IT Client Support Analyst (Service Desk)

Gore; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Gore is seeking an experienced IT Client Support Analyst to join our regional Infrastructure and Operations team in Belrose, Sydney. You will provide on-site and remote Service Desk support to end users in Sydney, Shanghai and Beijing, handling incidents and requests with ITIL-aligned ticket documentation.

You will diagnose incidents, perform root-cause analysis, and coordinate with global IT teams while maintaining asset lifecycle duties for laptops and mobile devices. Travel <5% is possible.

Qualifications

• Experience in a Service Desk environment.
• Proficient in English and Mandarin communication.
• Experience with desktop client and network support.
• Familiarity with ITIL processes.

Responsibilities

• Provide high-standard customer service; respond quickly to calls, emails and chats.
• Follow ITIL ITSM ticket management with proper details, work notes and communication.
• Diagnose and resolve IT incidents and service requests promptly.
• Perform root cause analysis and drive process improvements.
• Manage IT Client Computing and Mobility inventory accurately.
• Collaborate within a small virtual IT Client Support Team.
• Provide major incident management support.
• Attend team meetings and global calls, occasionally outside hours.
• Be willing to travel regionally and internationally &lt;5% of time.
• Keep up to date with IT industry trends.

Skills

Customer service

English fluency

Mandarin fluency

Service Desk

ITIL knowledge

Education

Bachelor's degree in Computer Science

Associate degree in IT

Five years IT experience

Tools

ServiceNow

Intune

Azure

Office 365

MS Teams

SharePoint

Job description

Gore is seeking an experienced IT Client Support Analyst to join our regional Infrastructure and Operations team in Belrose, Sydney. You will provide on-site and remote Service Desk support to end users in Sydney, Shanghai and Beijing, handling incidents and requests with ITIL-aligned ticket documentation.

You will diagnose incidents, perform root-cause analysis, and coordinate with global IT teams while maintaining asset lifecycle duties for laptops and mobile devices. Travel <5% is possible.