About the job

We are seeking a dedicated and skilled Technology Support Analyst to join our Technology team. In this role, you will be responsible for resolving technical issues, enhancing operational efficiency, and delivering excellent customer service to SA Water’s stakeholders.

Working collaboratively with internal teams and external service providers, you will ensure compliance, maintain system integrity, and contribute to continuous improvement within the Technology Support function.

In addition, your responsibilities will include:

• Providing high-level technical support, including incident resolution, service requests, and user administration.
• Managing incidents, service requests, and problems using the call management system.
• Ensuring accurate and up-to-date documentation within the Configuration Management Database System (CMDB).
• Facilitating the acquisition, installation, and management of IT hardware and software.
• Assisting in maintaining the Service Catalogue and updating the knowledge base to enhance service efficiency.
• Monitoring service levels and ensuring compliance with SLAs and OLAs.
• Liaising with external service providers to escalate and resolve technical issues effectively.
• Supporting call reduction initiatives and contributing to Technology Support team improvements.
• Maintaining the integrity of the Technology operational and physical environments in line with corporate security policies and standards.

Your success in this role will come from:

• ITIL Certification or relevant tertiary/industry-certified qualifications (desirable).
• Strong experience in IT Service Desk operations, incident/request management, and problem resolution.
• Excellent customer service, verbal, and written communication skills.
• Proficiency in Microsoft operating systems, applications, and management tools like Active Directory and SCCM.
• Experience using a Configuration Management Database System (CMDB) (desirable).
• Ability to proactively identify and resolve technical issues.

Further information can be found in the attached PD –  Position Description - Technology Support Analyst.docx

To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries, please contact Ariel from the Talent Acquisition team ariel.winter@sawater.com.au

Applications close 4pm, 4 April 2025.

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTQ+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.

Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry at careersinwater.com.au