Service Desk Analyst
- Provide Level 1 and 2 IT support in a Microsoft environment.
- Take ownership of tickets and drive issues towards resolution.
- Assist with user onboarding, access management, and service requests.
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* Open to Australian Citizens or Permanent Residents only
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* Nationally recognised brand
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* Hybrid working | On-site parking | Sout-Eastern Region
- Open to Australian Citizens or Permanent Residents only
- Nationally recognised brand
- Hybrid working | On-site parking | South-Eastern Region
This is a fantastic opportunity for a capable, customer-focused Service Desk Analyst to join a busy national environment where quality IT support makes a real difference. You won't simply log tickets and pass them on - you'll take ownership, investigate issues, ask the right questions and drive great customer outcomes.
Working within a supportive IT team, you'll provide frontline support across a broad Microsoft environment, covering access, devices, applications and business-critical systems. Ideally you are eager to learn, love supporting and always looking for better ways to support customers.
About the Role
- Provide responsive Level 1 and 2 support, troubleshooting technical issues and appropriately triaging or escalating more complex problems.
- Take genuine ownership of tickets, keeping customers informed and driving issues towards resolution rather than simply passing them on.
- Support a Microsoft technology environment including Microsoft 365, Exchange, Teams, Active Directory, Entra ID and Intune.
- Provide remote technical support across a geographically dispersed user base, including office and operational environments.
- Assist with user onboarding and offboarding, access management, devices and other day-to-day service requests.
- Contribute to a high-performing service desk by sharing knowledge, improving processes and helping reduce unnecessary escalations.
About You
- Previous experience providing hands-on IT support within a structured, professional Service Desk environment.
- Strong troubleshooting capability and the confidence to investigate unfamiliar issues, ask questions and work towards a solution independently.
- Hands-on experience supporting Microsoft technologies such as Microsoft 365, Exchange, Teams, Active Directory, Entra ID and/or Intune.
- Excellent verbal communication and customer service skills, with the maturity to manage expectations and take accountability for the customer experience.
- A proactive, self-sufficient mindset with the ability to prioritise competing requests and remain effective in a busy environment.
- A collaborative, improvement-focused attitude; ITIL knowledge or training and experience within retail, warehouse or similarly distributed environments will be highly regarded.
- Previous experience with PDTs and within retail roles will be a bonus
Apply Now!
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