IT Support Analyst

GS1 Australia Ltd; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Annual leave loading

Purchased leave

Recognition program

Health & wellbeing programs

Parental leave

Birthday leave

Learning & development

EAP

Social events

Job summary

GS1 Australia Ltd in Melbourne is seeking an experienced IT Support Analyst who thrives on hands-on work, helping people, and guiding issues from first contact to resolution.

You'll be out on the floor, assisting users at desks and remotely supporting offsite colleagues, tackling Windows, Microsoft 365, and related tech challenges with a proactive, customer-focused mindset.

Qualifications

• Experience providing Level 1 and Level 2 IT support in an end-user environment.
• Strong troubleshooting skills across Windows and Microsoft 365.
• Experience supporting end-user hardware, applications and basic networking.
• Experience working with ticketing/ITSM systems and SLAs.
• Logical approach to diagnosing issues, with good judgement to escalate when needed.
• Track record of taking ownership of incidents and requests through to resolution.
• Ability to explain technical issues clearly to technical and non-technical users.
• Hands-on onsite support as well as remote support for offsite users.
• Proactive approach to learning new technologies, tools and systems.

Responsibilities

• Troubleshooting Windows, Microsoft 365, hardware, software and connectivity issues.
• Managing service desk tickets through to resolution or escalation.
• Setting up laptops, peripherals, applications and staff access.
• Supporting onboarding, offboarding and user access management.
• Troubleshooting Microsoft Teams, meeting-room AV and workplace tech.
• Monitoring system alerts, backups and endpoint health.
• Supporting patching, preventive maintenance and vulnerability remediation.
• Providing remote support and hands-on onsite support as needed.
• Maintaining technical documentation and knowledge articles.

Skills

L1/L2 IT support

Windows & M365

Hardware & Networking

ITSM & SLAs

Issue diagnosis

Ownership of incidents

Clear communication

Onsite & remote support

Learning new tech

Job description

We're looking for an experienced IT Support Analyst who enjoys getting hands-on, helping people and following technical issues through from first contact to resolution.

This isn't a role where you'll spend your day sitting behind a computer triaging requests. You'll be out on the floor, engaging with users and troubleshooting issues at their desks, as well as remoting into offsite users to provide support wherever they're working. From setting up new starters and resolving meeting room issues to troubleshooting Microsoft 365 and Teams, you'll take ownership of requests, keep users informed and see issues through to resolution or effective escalation.

Examples of key responsibilities include, but are not limited to:

• Troubleshooting Windows, Microsoft 365, hardware, software and connectivity issues.
• Managing service desk tickets through to resolution or effective escalation.
• Setting up laptops, peripherals, applications and access for staff.
• Supporting onboarding, offboarding and user access management
• Troubleshooting Microsoft Teams, meeting-room AV and workplace technology.
• Monitoring system alerts, backups and endpoint health.
• Supporting patching, preventative maintenance and vulnerability remediation.
• Providing remote support as well as getting hands-on when an onsite fix is needed.
• Maintaining useful technical documentation and knowledge articles.
• Finding smarter ways to simplify and automate repetitive IT support activities.

Who you are...

We're looking for someone with practical, hands-on IT support experience, including:

• Experience providing Level 1 and Level 2 IT support in an end-user environment.
• Strong troubleshooting skills across Windows and Microsoft 365.
• Experience supporting end-user hardware, applications and basic networking.
• Experience working with ticketing/ITSM systems and SLAs.
• A logical approach to diagnosing issues, with the judgement to know when to resolve an issue yourself and when to elevate.
• A track record of taking ownership of incidents and requests through to resolution.
• The ability to explain technical issues clearly and confidently to both technical and non-technical users.
• Confidence providing hands-on onsite support as well as remotely supporting offsite users.
• A proactive approach to learning new technologies, tools and systems.

The team...

You'll join a small, supportive and collaborative IT team where everyone gets involved and works together to solve problems. It's a hands-on environment where knowledge is shared, people help each other out, and you'll have the opportunity to make a visible difference to the people you support every day.

There's also plenty of opportunity to grow your technical capability. You'll gain exposure beyond day-to-day IT support, working alongside our specialist teams across cloud, cyber security, automation, patching, preventative maintenance and broader IT operations.

About us...

We're a not-for-profit organisation that develops and maintains the most widely used global standards for efficient business communication. For almost 50 years, we have been helping more than 25 Australian industries improve the efficiency, safety and visibility of their supply chain across both physical and digital channels. Joining GS1 Australia means not only becoming part of a thriving, supportive and collaborative workplace culture but also enjoying a range of fantastic benefits designed to enhance your experience.

What we offer:

• 17.5% Annual Leave loading paid in lump sum at Christmas.
• Purchased leave programs.
• Reward & Recognition and Health & Wellbeing programs.
• Employer funded paid parental leave.
• Paid birthday leave, corporate leave and volunteer leave.
• Learning and development opportunities.
• Employee Assistance Program (EAP).
• Regular company-wide social events, virtual and F2F and an active social club.

GS1 Australia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We recognise that our employees are our greatest resource and our most valuable asset, and we have a strong commitment to promoting a collaborative, passionate, inclusive and caring working environment.

Any personal information you provide as part of your application will be managed in accordance with our Privacy Policy. To learn more about how we manage your personal information, please visit www.gs1au.org/gs1-australia-privacy-policy