IT Help Desk Analyst at Glencore

Newcastle, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

08 Jul, 26

Salary

0.0

Posted On

09 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, Ticketing systems, ServiceNow, Hardware provisioning, Account management, Password resets, Knowledge base management, Communication skills, Customer service, MECM, Mobile device management, ITIL, Documentation, Security practices, Troubleshooting

Industry

mining

Description

Advancing careers. Advancing everyday life. Glencore is committed to providing an environment that adheres to the Respect at Work Legislation. The Service Desk Analyst will play a key role in supporting business operations by providing first-line (and routine second-line) technical support across endpoints, applications, and local offices. This role is responsible for delivering efficient user support, performing common administrative tasks, maintaining knowledge bases, managing tickets, and escalating complex issues where required. Key Responsibilities Provide Level 1 (and routine Level 2) technical support to end users via phone, email, and ticketing system; triage, resolve, or escalate incidents and requests Manage the support phone queue and ensure timely ownership and communication on tickets Device setup and administration: provision, configure, image, tag, and distribute hardware; coordinate returns and manage storeroom inventory Manage account and access requests including user creation, password resets, access changes, and license administration Create and maintain knowledge base articles, runbooks, and user documentation Communicate outages, software updates, and routine notifications clearly to users, maintaining strong stakeholder relationships with corporate IT&S and site IT teams Follow instructions and reasonable directions from management and assist with other helpdesk tasks as required What We Are Looking For We are seeking a motivated and customer-focused professional with strong technical aptitude and a proactive approach to service delivery. The successful candidate will demonstrate strong communication skills, attention to detail, and the ability to manage competing priorities while maintaining a high standard of user support and documentation. Qualifications and Skills Certificate, Diploma, or Degree in Information Technology, or equivalent hands-on IT support experience 3+ years’ experience in a helpdesk or desktop support role Proficiency with ticketing systems (e.g. ServiceNow or equivalent) and experience managing a support phone queue Experience with account and access management, including user creation, password resets, and group membership changes Strong verbal and written communication skills with a customer service focus Strong organisational skills, documentation ability, and attention to detail Sound understanding of security practices and adherence to corporate IT policies Willingness to travel to sites as required ITIL Foundation certification (desirable) Familiarity with MECM, Mobile Device Management (MDM), and ServiceNow (desirable) In Return, Here Are Just Some of the Benefits We Offer Direct employment with Glencore – we are a responsible miner of coal with a strong track record of operational excellence Highly competitive mining industry salary Annual short-term performance bonus 5 weeks annual leave per year Glencore provides unrivalled career and development prospects, great communities and the opportunity to work with leaders in your field. Advancing careers. Advancing everyday life.

Responsibilities

Provide first and second-line technical support to end users via phone, email, and ticketing systems. Manage hardware provisioning, account administration, and maintain knowledge base documentation.