Technology Site Support

What you will do

Customer Satisfaction and Executive Support

• Deliver outstanding customer service and maintain professional, courteous relationships with end users.
• Provide in-person technology support via the UK Tech Hub (various office locations) and through on-site visits to other UK offices as required.
• Support visiting Executives, ensuring seamless technology experiences in coordination with the Perth Executive Support team.
• Act as the “voice of the customer,” promoting a culture of service excellence and continuous improvement.

Incident, Request & Problem Management

• Provide hands-on support for all technology services under Fortescue’s operational responsibility, including networks, hardware, software, collaboration tools, and mobile devices.
• Accurately log and manage all jobs in ServiceNow, ensuring high-quality notes, appropriate categorisation, and correct closure codes.
• Collaborate with the Service Desk, GTOC, and resolver groups to ensure timely resolution of issues and escalation of complex incidents.
• Adhere to ITIL-aligned processes across Incident, Request, Change, and Problem Management.

Asset Management & Stock Control

• Maintain site-level asset records using Hardware Asset Management (HAM) practices in ServiceNow.
• Manage stock levels, ensuring assets are accurately recorded, tracked, and decommissioned.
• Ensure new starter onboarding timelines are met, and support with new employee intake briefings.
• Support procurement, hardware deployment, and device lifecycle management in collaboration with global ITAM teams.

Knowledge, Documentation & Process Improvement

• Follow Knowledge Articles and Work Instructions to resolve issues effectively and consistently.
• Contribute to the creation and improvement of documentation and knowledge content.
• Identify opportunities to streamline support processes or automate repeatable tasks.
• Participate in process improvement activities with the Service Management team to align UK operations with global standards.

Site Accountability

• Point of contact and initial triage of the UK offices for all requests and issues
• Support office relocations, technology upgrades, and light project work as directed by FIT leadership
• Support corporate and business wide meetings, video conferencing, and testing where required
• Maintains asset control of all Technology peripherals - ensuring stock levels are always maintained within ServiceNow