IT Help Desk Analyst: First-Response Tech Support

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

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.