IT Service Desk Analyst

Stratco (Australia) Pty Limited; Gold Coast City; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Wellness program

24/7 EAP

Flexible work arrangements

Team member discounts

Professional development & career grow

Job summary

Stratco is seeking an IT Service Desk Analyst who thrives on solving problems and delivering exceptional customer experiences. You will be the trusted first point of contact for users, turning frustrations into solutions and ensuring every interaction leaves a positive impression.

As Stratco’s face of IT, you’ll support customers across sites nationally and internationally, with some travel; you’ll contribute to asset records, change management, and security practices while maintaining a strong

Qualifications

• Experience in an IT Service Desk, Helpdesk, Desktop Support, or similar technical support role.
• Qualifications in an IT related discipline.
• Desire to deliver outstanding customer service and build professional relationships at all levels.
• Strong time management, problem-solving and communication skills.
• Experience configuring, administering Microsoft 365, Active Directory and Exchange.
• Knowledge of WAN/LAN, IP networking, DHCP/DNS and general networking principles.
• Knowledge of Windows desktop and Windows server environments (current and previous generations).
• ITIL certification desirable.

Responsibilities

• Manage and resolve helpdesk requests in a timely and effective manner.
• Troubleshooting network, hardware, software, printer, and mobile device issues.
• Maintain asset records and documentation.
• Provide high level support to various applications used across Stratco.
• Understand change, problem and release management principles.
• Develop checklists for typical problems and recommend procedures and controls.
• Provide end-user support to Stratco sites nationally and internationally; some travel may be required.
• Collaborate with team members and other business areas as required.
• Adhere to safety rules and contribute to a safe working environment.

Skills

IT Service Desk experience

Customer service orientation

Time management

Problem solving

Communication skills

Microsoft 365 administration

Active Directory

Exchange

WAN/LAN knowledge

Education

IT-related discipline

ITIL certification desirable

Tools

Microsoft 365

Active Directory

Exchange

Windows Server

Windows Desktop

Job description

• Supportive team that values initiative and collaboration
• A culture that recognises great work
• Ongoing career opportunities

When technology works, nobody notices. When it doesn't, you're the person everyone wants on speed dial.

We're looking for an IT Service Desk Analyst who thrives on solving problems, delivering exceptional customer experiences, and keeping people productive when technology gets in the way. You'll be the trusted first point of contact for our users, turning frustrations into solutions and ensuring every interaction leaves a positive impression.

This isn't just about resetting passwords and logging tickets. It's about being the face of IT, building trust, and making a genuine impact across Stratco.

Stratco is an Australian-owned innovator, manufacturer, and marketer of quality building and renovation solutions. With sophisticated manufacturing facilities, retail stores, and professional trade representation throughout Australia and New Zealand, Stratco has supplied a comprehensive range of products to the building and construction industries, and home improvement and DIY markets for over 75 years.

Your broader responsibilities will include:

• Manage and resolve helpdesk requests in a timely and effective manner
• Troubleshooting network, hardware, software, printer, mobile devices, etc. issues
• Maintain asset records and relevant documentation
• Provide high level support to various industry and custom applications
• Understanding of change, problem and release management principles
• Develop checklists for typical problems, recommend procedure & controls for prevention
• Provide end user support to all Stratco sites nationally and internationally, some travel may be required
• Collaborate with team members, other business areas and projects as required
• Strict adherence to our critical safety rules & contributing to a safe working environment

The individual

We're on the lookout for a "can do", customer focused individual that can demonstrate:

• Experience in an IT Service Desk, Helpdesk, Desktop Support, or similar technical support role.
• Applicable qualifications in an IT related discipline
• A passion to deliver outstanding customer service with the ability to build and support professional working relationships at all levels
• Highly developed time management, problem-solving and communication skills
• Experience configuring, administering Microsoft 365, Microsoft Server products including Active Directory and Exchange
• Knowledge of WAN/LAN, IP Networking, DHCP/DNS and general network principals
• Knowledge of Windows desktop, Windows server environments including current and previous generations
• ITIL certification desirable

Life at Stratco includes

• Holistic Wellness & Mental Health Support
• 24/7 EAP to team members & family
• Flexible Working Arrangements
• Team Member Discounts
• Professional Development & Career Growth
• Competitive Remuneration
• Positive Workplace Culture & Inclusion

Our EVP

At Stratco, manufacturing is our foundation, but our people are our future. We empower our team to grow and succeed, within an inclusive and collaborative environment, where every individual matters, and innovation thrives. We are committed to offering fulfilling and rewarding career paths, ongoing learning and development, and recognition for outstanding service. Join us and build the futureyou'vealways envisaged, while redefining outdoor living and improving the lifestyles of our customers.

We'recommitted to fostering a workplace whereeveryonecan thrive, understanding that careers evolvealongsidelife. Whetheryou'readvancing, reskilling, caregiving, orredefiningyou nextchapter, at Stratco, we build roles that grow with you.

At Stratco, Safety is paramount, and we take every measure to ensure our team members'Return Home Safe'.

To see more information about Stratco & our careers please visit -stratco.com.au/careers