Senior IT Service Desk Analyst

Port Authority of New South Wales; Newcastle (CA); On-site; USD 52,653 - 66,694; Full time

Benefits offered by this job

Salary packaging options

Care and Wellbeing Program

Service awards and recognition

Gym memberships (discounted)

Free annual flu vaccinations

Study assistance

Professional memberships

Job summary

Port Authority of New South Wales is seeking a Senior IT Service Desk Analyst based in Newcastle. You will provide level 1 and 2 IT/OT support, acting as a key escalation point to improve service reliability and user experience for port operations.

You will manage ITSM tickets in ServiceNow, assist with provisioning, and support desktop environments including M365, AD and Intune. A tertiary IT qualification and relevant vendor certifications are desirable.

Qualifications

• Tertiary IT/Engineering qualification or equivalent experience.
• IT support experience; OT exposure desirable.
• Vendor certifications (Microsoft, Cisco) desired.
• Knowledge of OT/IT networking and security concepts (SCADA a plus).
• Good documentation and technical writing skills.
• Willingness to travel between portfolio locations and to participate in on-call.

Responsibilities

• Deliver timely IT/OT support across desktop and network environments.
• Troubleshoot hardware, software, and network issues within SLA.
• Manage new starters/leavers provisioning including third-party apps.
• Handle tickets in ServiceNow from intake to resolution within ITIL.
• Support desktop environments: M365, AD, and Intune; deploy patches.
• Set up devices for new starters and lifecycle replacements.
• Deploy iPhones for new starters and lifecycle replacements.
• Ensure procurement compliance when provisioning services.

Skills

IT support

OT exposure

Vendor certs

Networking security

Documentation

Driver's license

Willing to travel

On-call experience

Education

Tertiary IT/Engineering degree

Tools

ServiceNow

Active Directory

M365

Intune

MS Office

Job description

Posted: 31/07/2026

Closing Date: 31/08/2026

Job Type: Permanent - Full Time

Location: Newcastle

Job Category: Information Technology

Build a better future. Where NSW meets the world.

The world’s always evolving and so are we.

We’re proud of our rich heritage and how far we’ve travelled to where we are today.

That journey continues.

To face the challenges of the future, we’re building a team that brings together truly diverse knowledge and skills. One that wins by combining deep industry expertise and connection, with fresh ideas and experience.

So, if you care about helping Australia and its people prosper…

If you’re a challenge seeker who loves variety and solving problems…

And if you want to help us shape our culture and our impact…

Well, this is the place. And now’s the time.

Job Description

Your opportunity

Join the Port Authority team as a Senior IT Service Desk Analyst. Working closely with peers and stakeholders, this role is responsible for level 1 and level 2 support for IT and OT services. The role acts as a key escalation point for incidents, helps improve service reliability, user experience and safe port operations.

This role is a permanent position based in Newcastle, and will report to the Service Delivery Manager based in Sydney.

Here’s How Your Impact Will Truly Count

• For internal and external stakeholders, deliver timely, customer focussed support and administration across the IT and OT environments.
• Perform analysis to troubleshoot hardware, software and network issues within defined SLA.
• Fulfil the provisioning of new starters and leavers functions including third party applications.
• Manage incoming tickets in ITSM tool (ServiceNow) from inception to resolution, resolving incidents, completing Service Requests and managing requests for change associated with currently deployed systems within an ITIL framework.
• Support to the organisation’s desktop environment including M365, Active Directory, and Intune.
• Evaluate applications and software patches for deployment to desktop, including packaging software in MS Intune.
• Set up and deployment of PC’s as required for new starters or as part of life cycle replacement.
• Set up and deployment of Apple iPhones as required for new starters or as part of life cycle replacement.
• Ensure compliance with procurement policies and processes to provision services as needed.

Desired Skills And Experience

What you’ll bring

• Tertiary qualification in IT/Engineering (or equivalent practical experience).
• Solid exposure to IT support – OT Experience desirable.
• Relevant vendor certifications (Microsoft, Cisco, etc.) desirable.
• Solid understanding of OT and IT networking and security concepts, SCADA etc Desirable.
• Good documentation / technical writing skillset.
• Current drivers licence.
• Willingness to travel between locations within the portfolio.
• Willingness toparticipatein on call arrangements.

What matters most is that you’re a strong team player who doesn’t shy away from a challenge. You’ll also feel aligned with our values and reflect them in the incredible work you produce.

Why join Port Authority of New South Wales?

At Port Authority, you’ll find a unique opportunity to build a rich and impactful career, in an organisation where the public interest meets commercial agility. You’ll be amazed by what you can experience and achieve here… and just how much it matters.

We think you’ll love the impact you can have with us, but don’t just take our word for it! You can meet our team and read their stories on our website.

You’ll Also Enjoy a Range Of Benefits Including

• Excellent salary packaging options.
• Ongoing support through our Care and Wellbeing Program.
• Rewards for your hard work through service awards and recognition.
• Heavily discounted gym memberships.
• Free annual flu vaccinations.
• Study assistance.
• Professional memberships.

Discover a career in the unexpected

Applications close COB 31 August 2026

Port Authority of New South Wales is committed to diversity and social inclusion. We actively encourage people of all abilities, culturally diverse backgrounds, people who identify as LGBTIQ+; and people of Aboriginal and Torres Strait Islander descent to apply.

• This role is open to Australian Citizens or Australian Permanent Residents only.
• Applicants will be required to complete a variety of background checks, including police checks, medicals, and qualification checks in order to be successful.

Unsolicited applications from recruitment agencieswill notbe accepted.