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Title:  ICT Service Desk Analyst

Job Number:  2994

Sydney, AU

Job Description

From humble beginnings almost 70 years ago, John Holland has been driving positive change in Australia, and is now one of the nation’s leading infrastructure and property companies.  We work in Australia, New Zealand and South East Asia offering services from infrastructure and property development, to rail and building. By finding solutions to complex challenges, we transform communities to make them easier to move around, more connected and better to live in.

The primary purpose of this role is to be the first point of contact for anything ICT related. Inbound calls will range from level 1 through to level 3 related enquiries, where this role will perform basic troubleshooting, password resets, printer installations, software installations, mobile phone setups and following up incidents/requests. In addition to the above, some additional level 2 work will be required (ie more in depth troubleshooting and incident resolution). 

Responsibilities of the role include:
•    Provide support for all company ICT enquiries and resolve or escalate as per the escalation process
•    Ensure callers are identified correctly as per process for tasks such as password resets
•    Monitor and manage Service Desk queue in ServiceNow. Follow up or action incidents/tasks as appropriate
•    Liaise with users regarding their day to day technical problems and provide support to these users
•    Log all incidents and service requests received via telephone, email or in person in a timely manner
•    Research problems raised online for potential resolutions

To be successful in this key role, you must have:
•    A minimum of 2 years of experience in a customer focused role
•    Excellent communication skills – articulate English speaker, reader & writer
•    Excellent computer proficiency and knowledge of Windows 10 and Microsoft enterprise applications (Outlook, Excel, PowerPoint, Word, OneNote)
•    A logical approach to problem solving and great attention to detail
•    Willingness to work on required shifts between the hours of 07:00 and 19:00

•    Experience with Active Directory, Citrix and ServiceNow
•    Proven ICT incident analysis and resolution skills
•    Formal qualification or IT accreditation such as Microsoft Certified Professional (MCP), Information Technology Infrastructure Library (ITIL) certification

From Parliament House to the Alice to Darwin Rail Link, from the MCG’s Great Southern Stand to Sydney Metro, we’ve had a hand in the Australia we all know today. 
We are currently involved in delivering all of Australia’s largest infrastructure projects. Whatever we face, the heart of what we do is creating people-centred 
solutions to complex challenges and opportunities. We think deeply about what we do and how it affects communities. We push boundaries and innovate, gain trust 
through our actions and whatever the project, we’re in it for the long, long term.