IT Desktop Support Analyst

Gaming:

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

We are currently seeking an IT Desktop Support Analyst, with at least 3+ years’ experience, to join our Light & Wonder Information Technology team based in our Silverwater Office. The position is a full-time permanent position in a hybrid working environment. The person in this position provides first and second level support for software applications and hardware. The incumbent efficiently and effectively handles internal help desk inquires and performs documentation as necessary. The role also entails deployment of desktops, laptops and mobile devices through the business.

Duties and Responsibilities:

• Support and troubleshoot IT problems hardware, software, and business application issues
• Escalate problems to appropriate resource and follow-ups to ensure resolution to customer satisfaction
• Review and update knowledge base articles on a regular basis
• Provide first line technical support for business applications
• Provide support for hardware issues, including vendor and IT procurement management
• Assist with mobile device and endpoint deployment using MDM tools (e.g., Intune or similar)
• Deliver user training on core technologies (e.g. Microsoft 365, device onboarding)
• Maintain a thorough understanding of the product methodology and functionality of systems
• Proactively identify areas for improvement in personal knowledge and raise your hand for additional training where needed to ensure excellence in the role

Knowledge, Skills and Abilities:

• Excellent troubleshooting skills
• Ability to make fast and correct decisions in a fast-paced environment
• Communication and documentation skills
• Passion for technology
• Understanding of Microsoft desktop applications including Windows 10/11/MacOS and MS Office Suite
• Familiarity with mobile operating systems and cloud-based device management
• Commitment to continuous learning and professional development

Experience, Education and Qualification:

•            Existing experience in a help desk / IT support role

•            Qualification with formal IT certifications preferred

• Willingness to participate in upskilling initiatives and cross-training opportunities

Workplace Health & Safety:

•            Actively co-operate and comply with the company’s WHS Policy and Program to ensure own health and safety and the health and safety of others in the workplace

•            Ensure compliance with safe work practices

•            Ensure not to put self and others at risk

•            Use and maintain equipment properly and ensure that the work area is free of hazards

•            Report all incidents, injuries and near misses

•            Report any hazard or accident to the supervisor or manager as soon as it becomes apparent

•            Advise your manager if you do not believe you have the skills, training or equipment to safely perform your duties

Qualifications