Information Systems Support Analyst
Brisbane office based, Southgate Avenue, Cannon Hill, QLD 4170

• 2nd Level Hardware and Applications Support team
• Hybrid working model (2 days working from home & 3 days working in the office)

THE ROLE

You'll work closely with infrastructure and applications teams to resolve major incidents, support Compass Group's internal systems (including network, voice, and desktop environments), and deliver exceptional IT services across our locations. The role includes remote support and occasional onsite travel, along with 2nd level assistance for external clients using Compass Group technologies.

Main responsibilities:

• Act as an IS&T service analyst, managing escalated tickets, problem tickets and provide expert advice on common tickets
• Create knowledge base articles in order to review and amend Service Desk policies and procedures
• Work closely with third level infrastructure and applications teams to investigate problems and major incidents
• Promptly resolve problems, troubleshoot & escalate to second or third level support to assist the broader team in providing a stable, effective IT solution for the business
• Manage queries, trouble tickets, work orders and Requests for Service ensuring details are captured into Service Desk system and progress and outcomes communicated to the business according to agreed service levels and resolution targets
• Provide internal systems support including switches, routers, servers, data & voice, and desktop for all users across Compass Group
• Provide remote assistance as well
• Travel onsite where required to support or deliver IT services to all Compass Group locations
• Provide 2nd level support for external clients using Compass Group services or technology as required

THE PERSON

We will be looking for candidates with the following attributes:

• Minimum of 3 years’ experience in a Service Desk or IT support role
• ITIL Certification
• Strong Networking skills – SOHO Network support
• Excellent oral and written English
• Knowledge of local and wide area networks, including VPN
• Knowledge of the Microsoft Office360 suite
• Knowledge of Windows Server & Windows desktop environments
• Knowledge of Microsoft Exchange Online
• Effective organisational and time management skills
• Ability to work autonomously and fit well within a team

Working with a large global company means you can be assured that we have an attractive benefits program! This includes comprehensive learning & development offerings, a variety of recognition programs and company discounts, an excellent salary benchmarking matrix and at this management level also includes an incentive bonus scheme! You can read all about these here: Why work at Compass

We are committed to providing a recruitment process that is fair, equitable and accessible for all. If you require adjustments or alternative methods of communication in the recruitment process, please reach out to us on either 1300TALENT or careers@compass-group.com.au