IT Client Support Analyst

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

We are looking for an experienced IT Client Support Analyst to join our regional Infrastructure and Operations team, based in Belrose, Sydney.

In this role, you will work as part of a small virtual team to provide on-site IT Client and remote Service Desk Support to our end users in Sydney, Shanghai and Beijing. You will be required to quickly and professionally field calls, emails and chats, relating to IT incidents and requests, and accurately create ITSM ticket documentation. You will have the skills to diagnose the incidents and requests in order to provide a timely resolution and professional communication to our internal customers, or to escape in a timely manner to other appropriate support teams. You will be responsible for all IT Asset Lifecycle Management activities; purchasing, provisioning, configuring, maintaining, wiping and disposing of Laptops, Mobile Devices and Tablets.

Responsibilities

Provide a high standard of customer service; respectfully, quickly and pleasantly responding to calls, emails and chats, relating to incidents and requests.

Follow ITIL best practice to carry out ITSM ticket management, documenting all incidents and requests, with the required details, work notes, communication etc.

Diagnose and resolve IT incidents and service requests in a timely, professional manners.

Perform root cause analysis of issues, and continuously seek to make improvements to our processes and the services we provide.

Manage and document all IT Client Computing and Mobility inventory, in a timely and accurate manner.

Work collectively and effectively as part of a small virtual IT Client Support Team, to meet our regional IT Infrastructure and Operational support needs.

Provide major incident management support services.

Attend and actively participate in team meetings and global conference calls, occasionally outside normal working hours.

Be willing to travel regionally and internationally <5% of your time.

Take responsibility for your continued growth and development within the commitment, keeping up to date with current IT industry trends and solutions.

Required Qualifications

One of the following combinations of education and experience:

Bachelor's degree in a computer-related field plus 2 years' experience installing and maintaining PC hardware and software in an office environment, OR

Associate degree in a computer-related field plus 3 years' experience installing and maintaining PC hardware and software in an office environment, OR

Five years' minimum experience installing and maintaining PC hardware and software in an office environment

Demonstrable high quality customer service skills.

Experience working in a Service Desk environment.

Experience providing desktop client and network support

Excellent verbal and written communication skills in English and Mandarin

Organizational skills and attention to detail

Initiative and self-motivation

Desired Qualifications

IT industry-recognized certifications from CompTia, Microsoft, Cisco, or others

Experience with leading or managing IT projects

Experience using the following IT systems: ServiceNow, Microsoft Intune, Azure, Office 365, MS Teams, SharePoint