IT Specialist

IT Specialist Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services. Job Description Become a part of our Qantas Loyalty Tech Lab Team Join an amazing team that supports incident response and customer IT related queries Permanent role based at our Mascot Head Office. Qantas Loyalty is a high performing business and has a history of launching exciting new brands and services that make a difference to its millions of Frequent Flyer and Business Rewards members. Qantas Frequent Flyer and Qantas Business Rewards remain at the core of the program, while the business has evolved to include a number of new ventures and other businesses such as Qantas Money, Qantas Insurance, Qantas Hotels & Holidays. IT Specialist plays a key role in the IT model, ensuring efficient and high-quality customer service. This role reports directly into the Engineering manager and will support the development, implementation and operations of the IT network. The IT Specialist will also work closely with support analysts to provide strategic and operational guidance and advice. The IT Specialist is responsible for providing first level support for specific business systems and processes. This includes responding to customer IT queries and requests, leveraging existing information resources, clearly advising customers on appropriate actions and resolutions at the first interaction with the customer and diligently following operation procedures. In critical operational areas this service may operate for extended hours. What You Will Be Doing Achieve the status of 'Trusted Advisor' and build strong working relationships with key stakeholders Ensure the majority of customer enquiries and issues are resolved at the first point of contact by developing in depth knowledge of the business processes and associated systems Track the performance of the IT Support Model and report any deviations against the Service Level Objectives (SLOs). Provide analysis and recommendations for improvement initiatives in Service Delivery procedures and systems. Analyse logged incidents to identify trends and potential solutions for re-occurring incidents Assist with business process risk & control assessments for all processes relating to the respective IT systems. Support the development, implementation and operations of the IT network. Consult in high-level solution design, governance and innovation Collaborate with any external vendors who are part of the end-to-end lifecycle Understand the business operating model and seek assistance in ensuring tactical and strategic business objectives are met. What You Will Bring Bachelor's Degree in Information Technology Experience in Administration and updating of IT systems e.g. Active Directory, Microsoft System Centre Configuration Experience with Azure, Office 365 Administration 2 - 5 years experience in large corporate & IT environment Good teamwork and collaboration skills Good interpersonal skills and relationship building skills Solid problem-solving ability with an emerging ability to cut through complexity, and an ability to think creatively at a tactical level with a keen attention to detail. Strong customer focus Why Qantas? You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on-the-job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless. The Qantas employee benefits program offers amazing benefits that extend well beyond travel. We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and the option to purchase additional paid leave for eligible employees. We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships. We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan. Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation. Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. Applications will close by December the 5th #J-18808-Ljbffr