Your opportunity to join our team

This is a hands-on, customer-facing role at the heart of Inghams IT Service Delivery. You will be a key point of contact for employees across our ANZ operations — supporting everything from day-to-day incidents and service requests through to user administration, hardware support, and process improvement. 

You'll work within a collaborative team that operates under ITIL 4 principles, using Jira Service Management (JSM) as our primary ITSM platform, and supporting a broad Microsoft 365 environment including Teams, SharePoint, Exchange Online, and Entra ID (formerly Azure AD). 

Responsibilities include

• Log, triage, and resolve incidents and service requests via Jira Service Management (JSM), ensuring SLA targets are met 

• Perform IT user administration including Microsoft Entra ID (Azure AD), Microsoft 365 licensing, and Active Directory 

• Provide hands-on hardware and software support across laptops, peripherals, and end-user devices 

• Troubleshoot and resolve issues with printers, monitors, and meeting room technology including AV equipment, video conferencing systems, and room peripherals 

• Monitor and assess SLA performance through incident data analysis and internal feedback channels 

• Manage customer escalations professionally and maintain positive stakeholder experiences across all levels of the business — from production floor to executive 

• Own the Knowledge Management lifecycle — creating, reviewing, and maintaining Knowledge Base (KB) articles in JSM to ensure accurate, up-to-date solutions are accessible across the team; proactively identifying gaps and retiring outdated content 

• Support onboarding and offboarding processes including account provisioning and device configuration 

• Manage IT asset lifecycle including asset tracking, device imaging, hardware procurement, and raising purchase orders for the Technology team 

• Proactively identify and suggest process improvements that enhance IT service delivery across Inghams 

• Adhere to ITIL 4-based policies, procedures, and practices of the Inghams IT team 

You will bring to this role

• Proven experience in a Service Desk or IT support role 

• Proven hands-on experience with Microsoft Intune — including device enrolment, policy configuration, and compliance management (mandatory) 

• Demonstrated experience supporting Windows 11 in an enterprise environment, including deployment, troubleshooting, and end-user support (mandatory) 

• Proficiency with Microsoft 365 administration — including Exchange Online, SharePoint, Teams, and Entra ID 

• Hands-on experience with a ticketing platform such as Jira Service Management, ServiceNow, or similar 

• Experience with IT asset management — including asset tracking, hardware lifecycle management, raising purchase orders for IT assets, and managing license billing and renewals for the Technology team 

• Working knowledge of Active Directory and device imaging processes 

• Familiarity with ITIL framework principles; ITIL 4 Foundation certification is highly regarded 

• Strong written and verbal communication skills — able to engage clearly with a broad range of stakeholders 

• Customer-focused mindset with genuine attention to detail and follow-through 

• Ability to prioritise effectively in a fast-paced environment while managing competing requests 

• A collaborative, team-first attitude with a continuous improvement mindset 

Why Join Inghams?

• Work with a modern toolset including Jira Service Management, Microsoft 365, and Genesys Cloud 

• Be part of a supportive team committed to ITSM best practices and ongoing professional development 

• Competitive remuneration and access to Inghams employee benefits 

• Located at our Macquarie Park office — close to public transport 

• Genuine opportunity to grow your career in IT Service Delivery and beyond 

We’re looking for people who are curious, caring, courageous and committed to join us. People who want to contribute their best work every single day and continue delivering delicious food that’s… Always Good.

Inghams values diverse experiences. If your skills align with some but not all of the listed requirements, we encourage you to still apply and explore the opportunity to join our team.