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 90-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 an ITDesk Support Analyst full-time to be based on-site at the Mascot head office.

The IT Deskside Support Analyst role is a hybrid role within the APME Regional IT Operations team, combining day-to-day technical support with systems analysis responsibilities across multiple business units.

The position focuses on analyzing IT service requests and incidents, supporting systems improvement, and collaborating with global teams to enhance the delivery and performance of end-user and enterprise IT systems. You will receive guidance from senior IT team members and the IT Operations Team Lead to help support you.

This role requires someone with robust technical skills, analytical thinking, documentation ability, and a focus on delivering systems that meet business requirements efficiently. The role is critical in supporting the analysis and resolution of IT systems issues and ensuring technology solutions are aligned with business needs across the region. While the formal title is IT Deskside Support Analyst, the scope includes systems analysis and improvement activities that go beyond standard support functions.

- Analyse business requirements and technical issues to provide support and recommendations for IT system improvements
- Supported IT asset lifecycle processes,



ensuring compliance and alignment with organizational IT policies
- Document technical procedures, resolutions, and recurring issues for system improvement and knowledge base purposes
- Collaborate with business stakeholders to gather requirements, analyze system needs, and recommend IT solutions aligned with business objectives
- Assist in the implementation and monitoring of new IT solutions, software rollouts, and infrastructure updates
- Evaluate and elevate unresolved technical problems, performing root cause analysis for recurring incidents
- Contribute to IT asset lifecycle and deployment processes, ensuring alignment with business and IT system requirements.
- Support regional service adoption of new technologies, including training users on updated systems or tools
- Monitor systems and service performance in line with internal SLA's and compliance requirements
- Engage with regional teams onsite to analyse and resolve complex IT issues

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 environment
- 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 the level of Experience).

#J-18808-Ljbffr

📌 IT Deskside Support Analyst (Sydney)
🏢 Gate Gourmet
📍 Sydney