IT Support Analyst (Level 1) – End-User Tech & On-Call

Hastings Deering (Australia) Ltd

Cairns Regional

On-site

AUD 55,000 - 75,000

Full time

14 days+

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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.