IT Client Support Analyst

W. L. Gore & Associates; 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

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 escalate 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

For over 65 years, Gore has improved lives through discovery, product innovation and rewarding careers for Associates. We push the boundaries of what's possible — not just through our products and technologies but also through individual growth and development.

We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. Our Associates build on a rich history of innovation, upholding Gore’s values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.

Copyright 2025 W. L. Gore & Associates, Inc.