IT Help Desk Analyst - First-Response Tech Support

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

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.