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Support Analyst

  • 493382
  • Hammondville, NSW, Australia, 2170
  • St Leonards, NSW, Australia, 2065
  • Corporate
  • Information Technology
  • Permanent Full Time
  • Closing on: May 31 2022

About the role

The Support Analyst is a key role within HammondCare, responsible for providing a wide range of expert technical support services to HammondCare staff.

This position is offered on a permanent full-time basis and is based in Hammondville. This is a field role and the expectation is that travel will be involved between HammondCare's facilities in the South West / Sydney Metro region.

Key Focus Areas

  • Providing telephone and face to face technical support to users regarding ‘End User Devices’.
  • Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
  • Maintaining accurate log entries of fault with resolution and contact details.
  • Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements.
  • Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
  • Working on most assigned tasks without referral back to Team Leader.
  • Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
  • Ensuring technical queries not progressing are escalated according to established procedures.
  • Participating in ongoing team training and knowledge sharing.
  • Mobile phone support and enrolment into Mobile Device Management platform.
  • Cisco desk phone, AV(Polycom) and meeting rooms (Surface Hubs) support.
  • Participate in project work as required.

About you

  • Bachelor’s Degree or equivalent education and/or work experience
  • ITIL Foundations certification
  • Excellent knowledge of Microsoft products including 0365, Teams, Onedrive, Sharepoint
  • Excellent knowledge of Windows10 and SOE deployment
  • A minimum of 3, preferably 5 years’ experience in an IT support role
  • Understanding of ITIL practices
  • Relevant technical certifications


  • Strong negotiation and conflict resolution skills
  • Excellent analytical skills and attention to detail
  • Ability to take ownership and responsibility for tasks and see them through to completion


  • Financial - including salary packaging options
  • Health and Wellbeing - including Employee Assistance Program
  • Blended learning programs – eLearning and face to face
  • Reward and Recognition Program


HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves.

We believe your job should be rewarding and the ability to make a difference every day is a great place to start. 

All short-listed applicants will be asked to consent to a criminal record check and provide evidence of Influenza and COVID vaccinations


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