IT Support Analyst (Level 1) – Cairns, On-Call

Hastings Deering; Cairns Regional; Hybrid; AUD 60,000 - 76,000; Full time

Benefits offered by this job

Free on-site parking

Employee benefits

Health checks

Job summary

Hastings Deering is seeking an IT Support Analyst (Level 1) based in Cairns to deliver daily desktop support, manage tickets, and assist with hardware/software deployments. You will troubleshoot issues remotely, on-site and over the phone while following ITIL-based processes.

The role includes an after-hours on-call roster and collaboration with IT teams to improve services, with a focus on customer outcomes and timely issue resolution.

Qualifications

• Experience in customer-focused IT support or level 1 helpdesk.
• Experience supporting end-user hardware and meeting room tech.
• Familiarity with ITIL-style incident documentation and ticketing.

Responsibilities

• Monitor and prioritise the Service Desk ticketing system and respond to incidents and requests.
• Provide phone, remote and onsite technical support for hardware, software and connectivity issues.
• Diagnose and resolve Level 1 issues and escalate as needed.
• Support desktops, laptops, mobile devices, printers and meeting room technology.
• Configure, deploy and maintain hardware/software to support operations.
• Document incidents, requests and resolutions per ITIL guidelines.
• Participate in an after-hours on-call roster for critical systems.
• Collaborate with IT teams to improve services and customer satisfaction.

Skills

Customer-focused support

Troubleshooting

Communication skills

Teamwork

Education

Tertiary qualifications in IT

Tools

Microsoft Windows

Microsoft 365

O365 Admin Console

VPN

Intune

Network connectivity

Job description

Hastings Deering is seeking an IT Support Analyst (Level 1) based in Cairns to deliver daily desktop support, manage tickets, and assist with hardware/software deployments. You will troubleshoot issues remotely, on-site and over the phone while following ITIL-based processes.

The role includes an after-hours on-call roster and collaboration with IT teams to improve services, with a focus on customer outcomes and timely issue resolution.