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

Hastings Deering; Cairns Regional; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Free on-site parking

Employee benefits

Job summary

Hastings Deering is seeking an IT Support Analyst (Level 1) to join our team in Cairns on a permanent, full-time basis. The role operates a Monday to Friday roster with 8-hour shifts, and includes an after-hours on-call roster to support critical systems.

You will provide daily IT desktop support, manage incidents, and work with IT colleagues to deliver application support, ticket management and admin tasks in alignment with ITIL practices.

Qualifications

• Experience in a customer-focused IT Support, Service Desk or Level 1 Helpdesk role.
• Experience supporting end-user hardware including desktops, laptops, 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.

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.

Skills

Customer-focused support

Windows OS

Microsoft 365

VPN technologies

Intune

Communication skills

Team collaboration

On-call readiness

Education

Tertiary IT qualification

Tools

Microsoft Dynamics AX

SCALE Warehouse Management System

Job description

Hastings Deering is seeking an IT Support Analyst (Level 1) to join our team in Cairns on a permanent, full-time basis. The role operates a Monday to Friday roster with 8-hour shifts, and includes an after-hours on-call roster to support critical systems.

You will provide daily IT desktop support, manage incidents, and work with IT colleagues to deliver application support, ticket management and admin tasks in alignment with ITIL practices.