ICT Support Analyst

at  Riverside Marine Group

Since our beginnings in 1926, Riverside Marine has grown to be one of Australia’s leading marine companies. The company operates over 50 vessels across its Riverside Industrial Sands, Rivtow Marine, Riverside Ship Management, Magnetic Island Ferries and Riverside Oceanic brands. Our dedicated and experienced team are leading our business forward into the future through an unwavering commitment to quality and safety.

REQUIRED QUALIFICATIONS AND TRAINING

• Tertiary qualification in Information Technology
• Experience in e-Commerce deployments looked on favorably
• Good knowledge of technical management, information analysis and of computer hardware/ software systems
• Relationship Management

ABOUT THE ROLE

We are seeking an IT Support Analyst to champion end-user support for the Riverside Marine Group of Companies. The ideal candidate will possess a passion for service delivery and the desire to continuously improve the user experience for Riverside’s internal and external customers.

ROLE DESCRIPTION

This role will require a forward-thinking individual with strong computing skills to provide exceptional customer service and support to end-users in resolving technical problems.
Responsibilities also include acting as an escalation point for the IT Support partner, configuration and dispatch of new hardware, and other IT Administration functions as required.

KEY RESPONSIBILITIES

• Respond to support tickets and take appropriate action to resolve client issues
• Provide general IT support and troubleshoot network, system, and application issues
• Provide technical guidance, advice, and training to system users
• Build and maintain positive, constructive, partnering relationships with business stakeholders
• Manage, and escalate as necessary, significant IT issues with or on behalf of the business
• Install, maintain, and upgrade workstation and peripheral hardware and software, including the configuration and dispatch of IT and associated equipment
• Engage and coordinate managed service and solution providers for the successful delivery of technology services in support of Riverside’s operating business needs
• Log all customer interactions, filling out detailed information in tickets and documenting resolutions
• Ensure that Change Management and Approval Procedures are being followed at all times
• Maintain system and process documentation
• Working with management and IT partners to develop checklists for reoccurring issues and providing recommendations for procedures to prevent identified and potential problems
• Assist the Group IT Manager with monthly reporting to senior management
• Relentlessly focus on delivering the right outcomes for both the business and its customers
• Have a growth mindset and demonstrate a commitment to continuous learning
• Willingness to participate in an on-call roster and after-hours escalation pathway

SAFETY AND WELLBEING RESPONSIBILITIES

All staff must:

• Take reasonable care of and cooperate with actions taken to protect the health and safety of both themselves and others
• Report all accidents, incidents and hazards to their supervisor as soon as is practicable
• Do whatever is reasonably practical to ensure that both the workplace and the work itself are safe

If you believe this is you, please forward your resume with a covering letter by clicking ‘apply’ for this job.
Applications will close on Tuesday, 30th July. We reserve the right to close this position at any time.