ICT Support Analyst

Are you a customer-focused ICT professional who enjoys solving problems and helping people get the most from technology? We are looking for an organised and collaborative ICT Support Analyst to join our ICT team at Cairns Airport. 

In this role, you will provide first-level service desk support to employees and contractors across Cairns and Mackay Airports. You will apply established technical knowledge and procedures to resolve issues, support business users and maintain reliable ICT services in a highly available operational environment. 

 You will also assist senior ICT team members with project activities, documentation, user training and continuous improvement initiatives. The role participates in a 24/7 on-call roster supporting systems that are essential to airport operations.

ROLE HIGHLIGHTS:

This role combines hands-on technical support, customer service, systems administration assistance, documentation and teamwork across Cairns and Mackay Airport operations.

Key responsibilities include:

• Provide professional service desk support in line with established service standards and procedures. 
• Provide first-level support, including installations, routine maintenance, upgrades and issue resolution, escalating complex matters when required. 
• Assist employees and contractors to use company software, hardware and standard system functionality effectively. 
• Install and upgrade approved NQA applications in accordance with established procedures. 
• Maintain ICT documentation libraries and software, hardware and communications registers. 
• Maintain and update end-user training materials, system documentation and business process information under direction. 
• Follow cyber security controls, policies and procedures, provide approved guidance and escalate concerns. 
• Support senior ICT employees with project tasks and improvement activities within agreed timeframes. 
• Collaborate with ICT colleagues and contribute operational ICT input to interdepartmental project teams. 

ATTRIBUTES WE VALUE:

• Excellent organisation, time, task and priority management.
• Customer-focused mindset with a professional and collaborative approach.
• Ability to embody the core values of Cairns Airport:

 Read more about our Values: www.cairnsairport.com.au

 ABOUT YOU:

• Diploma or degree qualification in Information and Communication Technology or a related field. 
• Minimum one year’s experience in a highly available corporate or operational environment.
• Demonstrated experience maintaining and supporting Microsoft desktop products, including Microsoft 365. 
• Experience supporting corporate applications and preparing end-user documentation and training materials. 
• Experience preparing and maintaining business process documentation.
• Strong interpersonal, relationship-building and influencing skills.
• Demonstrated problem-solving, conflict resolution and negotiation skills. 
• Excellent organisational, time, task and priority management skills. 
• Advocate for teamwork, collaboration and customer service. 

ROLE REQUIREMENTS:

• Ability to participate in a 24/7 on-call roster providing out-of-hours support for systems supporting operations.
• Commitment to NQA policies, cyber security practices, workplace health and safety, environmental requirements and responsible ESG practices.

 CAIRNS AIRPORT EMPLOYEE BENEFITS:

• Competitive remuneration under the Cairns Airport Enterprise Agreement
• Access to 24/7 airport car parking for business and personal use
• Salary packaging options available
• Annual leave entitlement, personal leave and wellness days
• Employee Assistance Program and Mental Health Initiatives
• Professional development opportunities
• Social atmosphere with special events hosted throughout the year
• Free tickets for sponsored events and exclusive discounts at airport terminals

Cairns Airport is dedicated to building a diverse team that mirrors the community we serve. We value inclusivity and diversity and welcome people who support and model the behaviours we promote in our workforce. We actively encourage applications from First Nations people, candidates from culturally and linguistically diverse backgrounds, members of the LGBTQI+ community, and people with disabilities. If you have any support or access requirements, we encourage you to advise us at time of application to assist your participation in the recruitment process.