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IT Help Desk Analyst
Job highlights
  • Full time
  • Newcastle West, New South Wales, Australia
  • Information Technology - Supervisor Admin or Technical
Job ID JR105743 Closing date 25/04/2026 Last Updated 09/04/2026

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.