Senior IT Service Desk Analyst (IT/OT Support)

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

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.