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

Sime Motors; Cairns Regional; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free on-site parking

Employee wellbeing programs

Job summary

Hastings Deering (Australia) Ltd is seeking an IT Support Analyst (Level 1) in Cairns to provide desktop support, device configuration and end-user assistance. You will handle incidents, service requests and on-call duties, delivering reliable hardware, software and connectivity support across the business.

You will work within a team reporting to Technology Customer Services, collaborating on improvements and ensuring high customer satisfaction while complying with ITIL practices.

Qualifications

• Experience in customer-focused IT Support, Service Desk or Level 1 Helpdesk.
• End-user hardware support including desktops, laptops, mobiles, printers and meeting room tech.
• Knowledge of Windows, Microsoft 365, O365 Admin Console, VPN and network basics.

Responsibilities

• Monitor and prioritise the Service Desk ticketing system; respond 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; escalate complex matters as needed.
• 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 following ITIL best practices.
• Participate in an after-hours on-call roster for critical systems.
• Collaborate with IT teams to deliver service improvements and maintain customer satisfaction.

Skills

Customer support

Service Desk

Level 1 Helpdesk

Hardware support

Windows & M365

VPN & Intune

Networking basics

Education

Bachelors or Diploma in IT or related field

Tools

Microsoft Dynamics AX

SCALE Warehouse Management System

Intune

Job description

Hastings Deering (Australia) Ltd is seeking an IT Support Analyst (Level 1) in Cairns to provide desktop support, device configuration and end-user assistance. You will handle incidents, service requests and on-call duties, delivering reliable hardware, software and connectivity support across the business.

You will work within a team reporting to Technology Customer Services, collaborating on improvements and ensuring high customer satisfaction while complying with ITIL practices.