Technology Support Analyst (Service Desk)

Reporting to the End User Technology Support Manager, this position will play a key role on our Service Desk, working with WSA staff, customers, and partners to ensure quality end user support services and provide exceptional customer service to the Western Sydney International Airport. This is a great opportunity if you have 1-2 years technology support experience.

Key responsibilities:

• Ensure exceptional customer service by resolving queries and issues efficiently and effectively.

• Provide remote and face-to-face technology support.

• Proactively seek opportunities to continually improve technology services.

• Contribute to Service Desk assurance, compliance, and reporting activities by providing quality record keeping and ticket lifecycle management.

• Effective member of the Service Desk team adhering to rostering, performance, and wellbeing.

• Contribute to the effective transition of new systems from the delivery team to Operations, ensuring operational readiness.

• Participate in the testing and acceptance of systems and platforms into Operations.

• Communicate clearly and effectively with people from technical, business, and senior management, including the ability to translate technical information into business language remotely and face to face.

• Respond to out of hours call outs as required

About You

• 1-3 years’ experience in Information Technology and/or Operational Technology related to Service Desk including support tools, and metrics

• Tertiary qualifications in technology or a related field preferred.

• Basic understanding of Service Management principles including Request Fulfilment, Incident, Service Catalogue, Problem, Change, Availability, and Capacity Management.

• Experience in supporting users in a large scale and diverse environment.

• Experience in a multi-vendor environment, working with strategic partners with a view to achieving overall targets and SLA’s.

• Experience in supporting a Microsoft Windows environment including Office 365.

• Strong problem-solving skills, and the ability to find solutions under pressure.

• A high level of interpersonal skills, with an emphasis on customer service and the ability to build strong relationships with internal and external stakeholders.

• Proven capability to work effectively independently and within a team.

• Effective organisational skills including situational adaptability/change and ability to manage conflicting priorities.

• Ability to be on-call on a rotating basis

What We Offer

At WSI you're not just joining a team — you're becoming part of a community that thrives on purpose, passion and possibility.

We’re building a culture that brings out the best in people, empowering every individual to grow, contribute and shine. Whether you're just starting out or looking to take your career to the next level, we offer experiences that unlock your full potential.

Our values power everything we do: 

• Safety                              Because nothing matters more. 

• Heart                                Our passion drives us in everything we do. 

• Striving                            To be different and better. 

• Achieving together        We make it happen with collaboration 

Proudly working on Dharug land, we reflect the vibrant diversity of Western Sydney and welcome people from all backgrounds and abilities to be part of our journey.

Please let us know if you require any adjustments to the application or recruitment process.