IT Help Desk Analyst

JBS; City of Brisbane; On-site; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Career progression

Employee benefits

Health and wellbeing initiatives

Job summary

JBS Australia is seeking an IT Help Desk Analyst to be the first point of contact for technology support across our extensive Australian operations. You will provide frontline technical assistance, troubleshoot hardware and software issues, handle service requests, and contribute to a high-performing IT Service Desk.

You will work with colleagues across corporate offices, processing facilities and subsidiary businesses, delivering excellent customer service and maintaining SLAs.

Qualifications

• Experience in IT Help Desk, Service Desk or Technical Support.

Responsibilities

• Act as the first point of contact for IT support across the business.
• Log, troubleshoot, resolve and escalate incidents and service requests.
• Monitor tickets and ensure SLAs are met.
• Resolve issues at first point of contact where possible.
• Communicate outages and service impacts to stakeholders.
• Escalate complex issues to specialist IT teams as required.
• Troubleshoot in-house and third-party applications/systems.
• Participate in after-hours support on a rostered basis.
• Contribute to IT team continuous improvement initiatives.
• Maintain compliance with company policies and safety requirements.

Skills

Customer service

Communication

Troubleshooting

Teamwork

After-hours support

Problem-solving

Attention to detail

Independent working

Education

IT qualifications or certifications

Tools

IT Help Desk tools

Job description

Join JBS Australia and be the first point of contact for technology support across one of Australia's largest and most successful food and agribusiness companies.

At JBS Australia, technology plays a critical role in keeping our operations running smoothly across corporate offices, processing facilities, feedlots and subsidiary businesses throughout Australia and New Zealand. We're looking for a customer-focused IT Help Desk Analyst to join our team and provide exceptional technical support to end users across the business.

This is an excellent opportunity for someone who enjoys solving problems, helping people, and building their IT career within a large and diverse organisation.

About the Role

As an IT Help Desk Analyst, you will be responsible for providing first-level technical support, troubleshooting hardware and software issues, managing service requests, and ensuring users receive timely and effective assistance.

Working within our IT Service Desk team, you'll be the first point of contact for employees seeking support and will play a key role in maintaining high service standards and meeting agreed service levels.

Key Responsibilities

• Act as the first point of contact for IT support across the business
• Log, troubleshoot, resolve and ***escalate*** support incidents and service requests
• Monitor support tickets and ensure service level agreements (SLAs) are achieved
• Resolve issues at first point of contact wherever possible
• Communicate system outages, disruptions and service impacts to stakeholders
• Escalate complex technical issues to specialist IT teams as required
• Troubleshoot a variety of in-house and third-party applications and systems
• Participate in after-hours support for critical incidents on a rostered basis
• Contribute to continuous improvement initiatives within the IT team
• Maintain compliance with company policies, procedures and safety requirements

About You

You are someone who genuinely enjoys helping people and takes pride in delivering excellent customer service. You remain calm under pressure, are naturally curious when solving technical issues, and are committed to finding the right solution.

You will bring:

• Previous experience in an IT Help Desk, Service Desk or Technical Support role
• Strong customer service and communication skills
• Excellent telephone and interpersonal skills
• Technical IT qualifications, certifications or relevant study
• Solid troubleshooting and problem-solving capabilities
• Understanding of common software, hardware and user support issues
• Strong attention to detail and follow-through
• Ability to work independently and collaboratively within a team
• A proactive and determined approach to resolving issues
• Availability to participate in after-hours support and occasional travel

Why Join JBS Australia?

• Work for Australia's largest meat and food processing company
• Exposure to a broad range of technologies and business operations
• Opportunities for career progression and professional development
• Supportive and collaborative team environment
• Employee health and wellbeing initiatives
• Access to corporate discounts and employee benefits
• Be part of a global organisation with strong Australian roots