ICT Service Desk Analyst

At ICC Sydney, Australia’s leading convention, exhibition and entertainment precinct, we’re more than just a world class venue and brand – we’re a community of passionate professionals dedicated to putting our people first. As part of our close-knit team, you’ll help deliver unforgettable events and experiences in a space that fosters creativity and collaboration.

We prioritise inclusivity and support, creating an environment where every team member can thrive. If you need any adjustments during the recruitment process, don’t hesitate to reach out to our team at [email protected] or call 02 9215 7188. You can also connect with one of our internal diversity streams for additional support.

About this opportunity:

The ICT Service Desk Analyst Role serves as the first point of contact to all the operational departments of ICC Sydney with the troubleshooting of ICT and 3rd party Systems. The role is responsible for providing timely and effective technical support, troubleshooting, and resolving incidents, as well as escalating more complex issues to the appropriate teams while maintaining user satisfaction by ensuring that ICT services are delivered efficiently and effectively.

You will:

• Provide first-line support to end-users via phone, email, or in-person, handling a wide range of technical issues related to hardware, software, network, and applications.
• Provide support to the operational departments of ICC Sydney with the troubleshooting of AV, Building Services, Retail and Administration systems and their interoperability with ICT Systems.
• Monitor and process the ICT Internal Helpdesk to ensure ticket resolution and downtime is kept to required service level agreements.
• Log and manage all incidents and service requests in the service management system, ensuring accurate categorization, prioritization, and documentation.
• Monitor and follow up on open incidents, ensuring timely resolution and keeping users informed of progress.
• Contribute to the development of knowledge base articles to improve the efficiency of the service desk.
• Install, troubleshoot and remove ICT services, communications and associated equipment for team members, clients and exhibitors.
• Provide ongoing observation, advice and suggestions to existing processes to develop the ongoing operating processes of the department.
• Ensure any issues raised by the ICC Sydney contact centre are actioned and resolved according to Service Level Agreements.
• Provide reporting and feedback on projects, tasks and events where required.
• Escalate complex or unresolved incidents to higher-level support teams as required.

Why ICC Sydney?

ICC Sydney offers more than just a job – we provide the chance to be part of something extraordinary. We create world class experiences while fostering a collaborative, inclusive culture where your ideas and skills are valued.

As part of our team, you’ll help deliver unforgettable events and experiences while enjoying a range of exceptional benefits, including:

• Free and fresh daily meals.
• Heavily discounted car parking and dry cleaning.
• Additional and generous leave opportunities including paid wellbeing leave, volunteer leave and parental leave.
• Purchased leave, novated leasing and salary sacrificing options.
• Access to exclusive health insurance offers and an executive superannuation arrangement.
• Team social events; regular companywide meetings and networking, annual awards night, social clubs and committees and diversity and inclusion activations.
• Access to discounted or complimentary event tickets.
• A coffee and pastry on us, on your birthday.
• Regular professional development and learning opportunities.
• We encourage your work life balance and offer flexibility to suit you.
• As an international company, ASM Global can offer future career opportunities throughout our global network of venues.
• CBD location close to public transport and in the heart of the Darling Harbour precinct.

ICC Sydney is committed to prioritising equitable, sustainable and innovative practices for all team members and visitors. This includes people with all abilities, First Nations Peoples, people across all generations, LGBTQIA+ individuals, new Australians, parents and carers, and families of all structures. Our diverse, passionate team drives a culture of collaboration, inclusion and service excellence.

Required Skills & Experience:

• Experience working in a professional customer service environment
• Minimum 6 months experience providing IT support
• Word, Excel, PowerPoint, Outlook
• Working knowledge of Windows 10
• Exposure to Active directory
• Working knowledge of networking technologies including wireless technologies and security
• Current working knowledge of the hospitality, convention and exhibition industry (desirable)
• Ability to work with minimal external assistance
• Problem solving skills
• Work effectively in high-pressure situations
• Excellent communication skill at all levels
• Valid working rights in Australia
• You must be 18 years or over

What to expect next:

If this sounds like the right role for you, we look forward to receiving your application.

At ICC Sydney, we trust your resume covers your skills, but we’re also looking for like-minded passionate, and friendly people to continue to build on our strong culture. Should your application progress, you will be invited to attend an interview.

To be eligible for employment you must have valid working rights in Australia.

Please Note; relevant screening checks will be conducted as part of the recruitment process. This includes a National Police Background Check for successful candidates. You will also be required to show proof of identity that meets the 100-point check. Shortlisted candidates may also be required to complete an appropriate and relevant health assessment as part of the recruitment process.

Join us at ICC Sydney, where you can bring your best, whole self to a team that truly puts people first.