IT Help Desk Analyst

JBS Australia Pty Limited; City of Brisbane; On-site; AUD 65,000 - 75,000; Full time

Job summary

JBS Australia Pty Limited is seeking a customer-focused IT Help Desk Analyst to provide first-level technical support across our business. You will log, troubleshoot and resolve incidents, monitor tickets and meet SLAs, while communicating outages to stakeholders.

The role may include after-hours rostered support and ongoing collaboration with IT teams. You will help end users, resolve hardware and software issues, and contribute to continuous improvement within a large, diverse organisation.

Qualifications

• Experience in an IT Help Desk, Service Desk or Technical Support role.
• Strong customer service and communication skills.
• Technical IT qualifications or relevant study.

Responsibilities

• Act as the first point of contact for IT support across the business.
• Log, troubleshoot, resolve and escape support incidents and service requests.
• Monitor support tickets and ensure 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.

Skills

Customer service

Communication

Technical troubleshooting

Teamwork

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 escape 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