IT Technical Support Analyst

About the role

JBS Australia is looking for an IT Help Desk Analyst to act as the first point of contact for technology support across its corporate offices, processing facilities, feedlots and subsidiary businesses in Australia and New Zealand. The role sits within the IT Service Desk team and focuses on first-level support, troubleshooting and meeting agreed service levels.

Key responsibilities

• Act as the first point of contact for IT support across the business
• Log, troubleshoot, resolve and escalate support incidents and service requests
• Monitor support tickets and ensure service level agreements (SLAs) are met
• Resolve issues at first point of contact wherever possible
• Communicate system outages, disruptions and service impacts to stakeholders
• Escalate complex technical issues to specialist IT teams
• Troubleshoot in-house and third-party applications and systems
• Take part in after-hours support for critical incidents on a rostered basis
• Contribute to continuous improvement initiatives and comply with company policies and safety requirements

Required profile

• Previous experience in an IT Help Desk, Service Desk or Technical Support role
• Strong customer service and communication skills, including telephone and interpersonal skills
• Technical IT qualifications, certifications or relevant study
• Ability to work independently and collaboratively, with attention to detail and a proactive approach
• Availability for after-hours support and occasional travel

Required skills

• Solid troubleshooting and problem-solving capabilities
• Understanding of common software, hardware and user support issues

What we offer

• Exposure to a broad range of technologies and business operations
• Career progression and professional development opportunities
• A supportive, collaborative team environment
• Employee health and wellbeing initiatives
• Corporate discounts and employee benefits