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

About The Role

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

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 elevate 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
• 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