ICT Support Analyst

ICT Support Analyst – Senior Executive and VIP Services - Geelong Location

Senior Executive and VIP Services plays a key role in responding to incidents and service requests in an effective, efficient and timely manner. This role is crucial to ensuring Senior Executive staff and partners requirements are met in terms of communication, prioritising, escalating and resolving ICT incidents and requests. The ICT Support Analyst – Senior Executive and VIP Services will be the first point of contact for an end-user for support and will provide support for computer applications, desktop, tablets, phones, smart-phones and notebook PCs as required.

  • Responsible for providing high quality ICT Executive Support autonomously whilst being part of a national virtual team.
  • Uphold excellent customer service, whilst having the ability to be autonomous and be a team player.
  • Demonstrated resilience in dealing with confidential matters and conflicting priorities.
  • Level 1 and 2 ICT support on the ground as follows but not limited to; Desktop, mobile telephony support, managing assets, rebuilds, troubleshooting of hardware etc.
  • Consistently and proactively manage incidents for your work area for all the client Executive Staff and Partners in the community.
  • Communicate to a variety of clients with differing levels of ICT knowledge.
  • Effectively prioritise work to ensure high levels of service and support are provided.
  • Have the ability to respond to urgent requests in a calm and efficient manner while also maintaining high work standards.
  • Manage confidential and sensitive information.
Essential Criteria
  • Demonstrated minimum of 4 years’ experience as an ICT Support or Service Desk Team member;
  • Excellent communications skills across all mediums;
  • Proven experience, working with Senior Executive staff, Shared Service providers and internal stakeholders;
  • Ability to travel to assist Senior Executives and their teams with ICT Support, including meetings and forums;
  • Experience in monitoring an ICT support mailbox, responding and escalating requests/issues as required;
  • Experience with ICTSM tools, creating, editing and maintaining tickets; and
  • Due to the core business of the client, all staff must display a positive contemporary attitude to people with disability. As such, it is highly desirable that applicants have an understanding or lived experience of disability.
  • Australian Citizenship is a mandatory requirement
Contact Dwayne on 0438 841 760 or email dwayne.joyce@igniteco.com for more information or a quick chat about the role.
Melbourne (Geelong)
I.T. & T
Dwayne Joyce