Information Systems Support Analyst

Compass Group Australia is seeking an Information Systems Support Analyst to manage escalated tickets, provide IT support, and enhance Service Desk procedures. The role involves remote assistance and occasional onsite travel to support internal systems, including network and desktop environments. Candidates should have at least 5 years of IT support experience, strong networking skills, and relevant certifications. The position is based at the Brisbane office.
Today and tomorrow at Compass Group, we serve a better future by enriching people, communities and our planet. We do this because we believe that everyone should be seen and nourished as a whole person. We focus on the individual, their needs and more broadly on positive impacts in the community.

Join a global leader that feeds innovation, drives hospitality, and powers possibility!

We are seeking a proactive and experienced Information Systems Support Analyst to join our team, reporting to the Service Delivery Manager. In this hands-on role, you’ll manage escalated and problem tickets, provide expert advice on recurring issues, and help enhance Service Desk procedures by creating and updating knowledge base articles.

THE ROLE

You'll work closely with infrastructure and applications teams to resolve major incidents, support Compass Group's internal systems (including network, voice, and desktop environments), and deliver exceptional IT services across our locations. The role includes remote support and occasional onsite travel, along with 2nd level assistance for external clients using Compass Group technologies.

Main responsibilities:
• Act as a senior IS&T service analyst, managing escalated tickets, problem tickets and provide expert advice on common tickets
• Create knowledge base articles in order to review and amend Service Desk policies and procedures
• Work closely with third level infrastructure and applications teams to investigate problems and major incidents
• Promptly resolve problems, troubleshoot & escalate to second or third level support to assist the broader team in providing a stable, effective IT solution for the business
• Manage queries, trouble tickets, work orders and Requests for Service ensuring details are captured into Service Desk system and progress and outcomes communicated to the business according to agreed service levels and resolution targets
• Provide internal systems support including switches, routers, servers, data & voice, and desktop for all users across Compass Group
• Provide remote assistance as well
• Travel onsite where required to support or deliver IT services to all Compass Group locations
• Provide 2nd level support for external clients using Compass Group services or technology as required

Please note: This role is based at our Brisbane, QLD Head Office.

THE PERSON

We will be looking for candidates with the following attributes:
• Minimum of 5 years’ experience in a Service Desk or IT support role
• ITIL Certification
• Strong Networking skills – SOHO Network support
• Excellent oral and written English
• Knowledge of local and wide area networks, including VPN
• Knowledge of the Microsoft Office360 suite
• Knowledge of Windows Server & Windows desktop environments
• Knowledge of Microsoft Exchange Online
• Effective organisational and time management skills
• Ability to work autonomously and fit well within a team

The Benefits

Working with a large global company means you can be assured that we have an attractive benefits program! This includes comprehensive learning & development offerings, a variety of recognition programs and company discounts, an excellent salary benchmarking matrix and at this management level also includes an incentive bonus scheme! You can read all about these here: Why work at Compass

We are committed to providing a recruitment process that is fair, equitable and accessible for all. If you require adjustments or alternative methods of communication in the recruitment process, please reach out to us on either 1300TALENT or careers@compass-group.com.au