IT Support Analyst

Hastings Deering (Australia) Ltd; Cairns Regional; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Free on-site parking

Employee health checks

Job summary

Hastings Deering (Australia) Ltd in Cairns seeks an IT Support Analyst (Level 1) to deliver daily desktop support, incident resolution and service desk activities for business users. The role reports to the Manager - Technology Customer Services and involves both on-site and after-hours on-call duties.

Key requirements include experience with Windows, Microsoft 365, VPN and Intune, plus strong customer-service skills.

Qualifications

• Customer-focused IT support experience in a helpdesk or service desk.
• Experience supporting end-user hardware (desktops, laptops, mobile devices, printers).
• Strong knowledge of Windows and Microsoft 365; VPN and Intune basics.
• Good problem-solving and communication skills; able to work independently and in a team.
• Willingness to participate in after-hours on-call roster; Australian working rights.

Responsibilities

• Monitor and prioritise the Service Desk ticketing system.
• Provide phone, remote and onsite support for hardware, software and connectivity.
• Diagnose and resolve Level 1 issues, escalate as needed.
• Support end-user hardware including desktops, laptops, mobile devices, printers and meeting room tech.
• Configure, deploy and maintain hardware and software to support operations.
• Document incidents, requests and resolutions per ITIL.
• Participate in on-call roster to support critical systems outside hours.
• Collaborate with IT teams to deliver service improvements and maintain customer satisfaction.

Skills

IT support

Service desk

Level 1 support

Laptop hardware

Desktop hardware

Mobile devices

Printers

Meeting room tech

Windows 10/11

Microsoft 365 / O365

VPN technologies

Intune

ITIL basics

Communication skills

On-call readiness

Australian working rights

Education

Tertiary IT qualification

Tools

Microsoft Dynamics AX

SCALE WMS

Job description

Company: Hastings Deering (Australia) Ltd

What you’ll be doing:

Hastings Deering is currently on the hunt for an IT Support Analyst (Level 1) to join our team based in Cairns. This is a permanent, full-time position working a Monday to Friday rotational roster covering the hours of 6:00am to 10:00pm (8-hour shifts). You’ll also participate in an after-hours on-call roster, providing support for critical business systems and operations when required. Reporting to the Manager - Technology Customer Services, the IT Support Analyst's primary responsibility is to provide quality IT Desktop support services on a daily basis for Hastings Deering users, while working closely with other IT functions to deliver application support, ticket management and administrative activities.

This role will involve the following key duties and responsibilities:

• Monitor and prioritise the Service Desk ticketing system, responding effectively to incidents and service requests
• Provide phone, remote and onsite technical support for hardware, software and connectivity issues
• Diagnose and resolve Level 1 technical issues, escalating more complex matters when required
• Support end-user hardware including desktops, laptops, mobile devices, printers and meeting room technology
• Configure, deploy and maintain hardware and software to support business operations
• Document incidents, requests and resolutions in line with ITIL best practices
• Participate in an on-call roster to support critical business systems outside of standard operating hours
• Collaborate with IT teams to deliver service improvements and maintain a high level of customer satisfaction

Who are we and why work with us?

Hastings Deering is proud to be one of the top five Caterpillar dealerships globally. We sell, rent and support Cat® products across a range of industries, including resources, construction, transport, power systems, government, primary industries and marine. With more than 3,500 employees across Queensland, Northern Territory, Papua New Guinea, the Solomon Islands and New Caledonia, we're committed to building a workforce that delivers exceptional outcomes for our customers while providing rewarding career opportunities for our people.

When you join our team at Hastings Deering, you’ll benefit from:

• Body, Mind & Wallet Support – Free health checks, Employee Assistance Program, discounted private health insurance, salary continuance insurance, and programs designed to support your physical, mental and financial wellbeing.
• Career Paths That Work for You – Access training, mentorship and career development opportunities tailored to your role, with pathways to grow across our business.
• Recognition That Rewards Performance – Enjoy a competitive remuneration package, annual salary reviews and access to employee discounts, rewards and recognition programs.
• Innovation & Continuous Improvement – Work within an organisation that embraces technology, encourages new ideas and continuously strives to improve the way we work.
• A Diverse Team with Strong Connections – Be part of a supportive, inclusive workplace with regular team events, social activities and opportunities to collaborate across the business.
• Support for Life's Important Moments – Benefit from paid parental leave options and the backing of a business committed to supporting you both professionally and personally.
• Additional Perks – Free on-site parking and access to a range of employee benefits and wellbeing initiatives.

About you

The successful applicant will demonstrate the following knowledge, skills and attributes:

• Previous experience in a customer-focused IT Support, Service Desk or Level 1 Helpdesk role
• Experience supporting end-user hardware including laptops, desktops, mobile devices, printers and meeting room technology
• Sound knowledge of Microsoft Windows, Microsoft 365, O365 Admin Console, VPN technologies, Intune and network connectivity fundamentals
• Strong troubleshooting and problem-solving skills with a focus on customer outcomes
• Excellent communication and interpersonal skills, with the ability to support technical and non-technical users
• Ability to manage multiple priorities and work effectively both independently and as part of a team
• Willingness to participate in an after‑hours on‑call roster
• Australian working rights

Highly regarded: Tertiary qualifications in Information Technology or a related field Experience with Microsoft Dynamics AX and Warehouse Management Systems (SCALE) Exposure to device deployment, imaging and hardware lifecycle activities

Hastings Deering follows a Pre-Employment Process for all successful applicants, which may include employment references, police checks, medical assessments and other role-related assessments. Your Talent Acquisition Partner will support you throughout the process.