It Analyst

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.

Are you ready to be an important part of this ever-transformational journey?

Job Title: IT  ANALYST 

 Duration: Perm Role

Job Description: 

1. Provide 1st & 2nd line desk side support services to client on all supported technologies including Windows & Mac hardware and various mobile technologies.
2. Identify and deliver Service Improvements aligned to the company’s goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies.
3. Assist with product evaluation and the introduction of new technologies into operational support.
4. Good understanding of mobile technologies such as iPhone/iPad, Android & Windows Mobile running various OS levels.
5. Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults.
6. Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum.
7. Ensure adherence to all client policies, processes and procedures as well as support continual service improvement activity where appropriate. 

KEY RESPONSIBILITIES 

Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service.  Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary.

Main Areas of Activity

• Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer always updated on progress and within SLAs guidelines.
• Follow request management process and governance.
• Take ownership of documentation regarding support issues and requests and ensure that this is accurate and maintained. 
• Ensure all relevant security & management tools are operational and exceptions are managed.
• Meet all IT Asset Management process requirements in accordance with client policy.
• General maintenance of all IT equipment including PC’s, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones and other hardware and software as required.
• Collaborate with International, US and local IT teams and Core client business units as required.

Other Responsibilities

• Ensure all relevant IT equipment is encrypted in alignment with client Policy.
• Undertake deployment refresh of IT equipment in alignment with the Asset Management Client International Policy.
• Ensure seamless data transferred between devices.
• Ensuring that any operational risks are reported and remediated in line with the agreed action plans.
• Manage IT Consumables in accordance with the corporate guidelines. 
  • ITIL v3 Foundation Certification 

SKILLS AND EXPERIENCE

Key skills and Behaviours

• Demonstrated ability in managing Incidents and requests in a Windows and Mac Environment.
• Demonstrated experience supporting systems running Windows & Mac OSX
• Demonstrated experience setting up and supporting mobile devices such as Apple iPhone/iPad, Android and Windows phones
• Demonstrated experience with the Microsoft Office products for both Windows and Mac.
• Excellent oral and written communication skills.
• Strong customer focus and delivery.
• Robust analytical and troubleshooting skills.
• Object management Microsoft Active Directory.
• Anti-virus protection solutions.
• Positive attitude in a busy and pressured technical environment.

Desirable Skills

• Experience of working in an ITIL compliant corporate environment.

REQUIREMENTS

• Eligibility to work in Australia

Why Us 

We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees. 

• Our company is extremely diverse with 165 nationalities represented.
• We offer the opportunity to work with colleagues across the globe. 
• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility. 
• We offer comprehensive benefits for all employees.  
• We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect. 

Equality & Opportunity for All 

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.