Title:  IT Service Desk Analyst

About John Holland

At John Holland, our purpose is simple – we transform lives with everything we do.

We’ve always known that infrastructure is about people — our customers, our employees, and the communities in which we work every day.

That’s our difference. Deep experience and capability with a genuine care about creating better lives for people along the way.

Be part of the team that’s up for the challenge of transforming lives for good.

About IT at John Holland

We’re at the forefront of AI in construction and are undertaking a large digital transformation. Our internal IT team is focused on providing service delivery excellence, optimised and resilient infrastructure, secure technology, innovative and scalable technology solutions, data driven solutions, and best in class digital experiences.

About the IT Service Operations team

You will join an experienced IT team, focussed on working collaboratively to deliver and support IT services to John Holland. We use the ServiceNow platform to support the business across the entire range of end user IT and systems. We operate in a Windows 11, autopilot and Intune managed environment. Our focus for the coming year will be on further improving our ServiceNow Catalogue, automating existing processes and adhering to cyber security best practices.

Are you up for the challenge?

We are currently seeking an enthusiastic IT Service Desk Analyst to join our Information Technology (IT) team, based out of John Holland’s Flinders Gate office in Melbourne.

You will be the first point of contact for IT related enquiries as raised by JHG employees and contractors.  Inbound calls will range from Level 1 through to Level 2 service enquiries.  Level 1 work includes basic troubleshooting, password resets, application support, managing end-user IT, mobile phone setups and following up incidents/requests.  Level 2 work will have more in-depth troubleshooting and incident resolution.

Flexibility to work a shift scheduled within the 7am–7pm EST open hours, as well as manage walk‑up technical queries at the JHG office Tech Bar during office hours, is essential.

About the Role

• Solving all manner of issues, tickets and enquiries via phone calls, tickets, or walk-up requests
• Provide end user support for all company IT infrastructure, software, and systems
• Troubleshoot issues/faults and escalate to appropriate teams as required with relevant work notes
• Maintain and support approved applications from applications catalogue
• Aim to provide First Call Resolution and adhere to Service Level Agreements
• Posting business wide communications regarding outages, new releases, and other important messages
• Familiarity with ITIL processes and concepts including Incident/Problem/Service Catalogue Management and Change enablement
• Identify trends or common IT issues raised and escalate to relevant teams to address
• Identify and recommend network, software, and hardware improvements as necessary
• Be an active part of the ongoing improvement of our internal systems, processes, and infrastructure 
• Create and keep up to date knowledge base articles to end users and document internal IT procedures for our Service Desk documentation
• Perform all duties in accordance with John Holland policies, processes, systems, and procedures
• Balancing a high level of user experience while ensuring IT security policies are followed

About You

This position will require you to a hold a relevant qualification in Computing or a similar discipline and have Help Desk and Level 1-2 support experience (ideally within construction/engineering).

An accreditation such as Microsoft Certificates or Information Technology Infrastructure Library (ITIL) certification will be highly regarded.

You will enjoy working collaboratively and be able to foster effective strategic relationships with people at all levels both internally and externally. Your ability to provide a great user experience and deliver IT support aligned to the business requirements will see you succeed in the role

As part of the team, you help us deliver on our promise to transform lives

Your success is reflected in ours, so we’re committed to being an employer of choice. We pride ourselves on having a diverse and inclusive workplace, as different perspectives and ideas will deliver our long-term success.

We want you to be with us for the long-term, so providing you with rich career experiences and ongoing development is our priority.

What’s in it for you

We’re about connecting your sense of purpose to ours. We understand that your career is one of the biggest ways to have an impact on the world. We also believe in supporting you as a whole person, not just an employee.

We reward and support our people in so many ways. This starts with being flexible about how different people like to work. From generous leave policies to wellbeing and relationship support, your needs sit at the heart of our employee benefits.

We offer:

Competitive remuneration with salary continuance, and salary sacrifice options.

Great leave benefits including 18 weeks paid parental leave with super and up to an extra 18 weeks of super paid on further periods of unpaid parental leave, multicultural leave exchange and two extra days to prioritise your wellbeing.

Career progression underpinned by our exciting pipeline of work means you’ll have the opportunity to work on iconic projects that are shaping cities and communities.

Learning and development opportunities where you’ll have access to emerging talent programs, building your career through clear career pathways, plus technical and leadership training and development opportunities.

Inclusion, diversity and equity is part of how we work. We want everyone at John Holland to feel that they belong – that’s why we’re working hard every day to foster a more inclusive culture, backed by a business-wide inclusion strategy to bring about meaningful change. We’ve also got active employee resource groups that support our commitments including those around gender equality and reconciliation.

Flexibility means different things to different people. Whether it’s flexi-hours, flexi-parenting, flexi-leave, flexi-shifts or flexi-work, we’re committed to helping our people work flexibly.