Gate Gourmet, a Gate Group company, is the world's largest independent provider of catering and provisioning services to the airline industry. With a proud 95-year history, we support more than 300+ Aviation carriers across over 68 countries serving over 700 million passengers in the sky annually. Our operations combine culinary excellence with stringent food safety and production standards, enabling us to deliver high-quality, reliable catering solutions to over 680 million travellers annually.

Your new role:

We are now seeking IT Desk Support Analyst full-time to be based on-site at the Mascot head office. This role will have you working within our Regional IT Operations team, the IT Deskside Support Analyst provides 1st and 2nd line technical support to business users across multiple operational sites, while also supporting IT projects and system improvements. The role requires close collaboration with operational stakeholders to ensure IT systems effectively support critical business activities in a fast-paced catering and production environment.

Your recent role:

- Provide deskside and remote IT support for end-user devices, workplace technologies, and operational systems
- Manage hardware lifecycle activities including installation, asset management, and recovery
- Ensure support services meet defined Service Level Agreement (SLA) targets
- Support IT projects and system rollouts, including user onboarding and post-implementation support
- Participate in system testing activities, including functional testing and User Acceptance Testing (UAT), to validate solutions against business requirements
- Work closely with operational stakeholders across multiple sites to understand user needs and support effective system usage
- Identify recurring technical or system-related issues and contribute to continuous improvement initiatives
- Collaborate with infrastructure and security teams to resolve escalated issues where required
- Supporting the adoption and promotion of new technology.

What You’ll Need:





- Successful vocational training as an IT Specialist or comparable qualification
- Prefer 5-6 years’ experience working in a support IT role following industry standard processes, management of BAU IT tasks and analysis of operational issues in the deskside workplace
- Familiarity with Windows OS (Windows 10/11), Microsoft Office365, Printers (standard, label), and basic networking concepts
- Hands-on experience with: Microsoft Entra ID (Azure AD) user and device administration. Endpoint security tools (e.g., Microsoft Defender) also with MFA and identity / access troubleshooting
- Basic network troubleshooting (LAN, Wi-Fi, connectivity issues) Exposure to enterprise IT infrastructure and security environments, with the ability to work effectively with specialist (L3) teams
- A strong desire to expand your technical skill set, with an eagerness to take on new challenges and absorb knowledge from senior team members.
- Excellent communication skills, both written and verbal, with a strong ability to assist users in a professional and approachable manner.
- Experience working with operational stakeholders and supporting IT systems in environments such as production, catering, logistics, or similar industries
- Ability to analyse problems and suggest solutions, escalating as necessary.
- Ability to manage multiple tasks, prioritise support requests, and keep track of tickets through completion.
- Work effectively with team members and receive feedback constructively. Full & unrestricted working rights for Australia.

What We Offer:

- Global company means more opportunities to develop you and your personal career further
- Flexibility
- Be supported with leadership and professional development
- Reward & Recognition – Feel valued in the workplace and appreciated for your efforts
- Quarterly Wellbeing Day
- Access to an employee Assistance program a Wellbeing App which provides confidential support for employees
- Discounted Health & Fitness pass for employees and their family
- Safety First Work culture
- Free parking on site

Salary $80k - $90k + Super (Depending on Level of Experience)

📌 IT Deskside Support Analyst (Sydney)
🏢 gategourmet
📍 Sydney