Service Desk Analyst (IT)

Location: Hybrid role based at the hirify.global Scoresby office in Melbourne, Victoria, Australia, with on-site support required as needed or during regular client engagements.

Company

hirify.global is an ASX-listed Australian advisory and IT solutions company providing Hybrid IT, Private Cloud, Connectivity, and managed services across Australia, New Zealand, Singapore, Hong Kong, and the USA.

What you will do

• Respond to service desk requests through phone, email, chat, and ticketing systems.
• Diagnose and resolve Level 1 and Level 2 incidents involving hardware, software, networks, and other technical issues.
• Document user interactions, solutions, and outcomes accurately in the ticketing system.
• Escalate complex incidents according to established procedures and collaborate with team members and vendors.
• Maintain the knowledge base by documenting recurring solutions and procedures.
• Support onboarding and offboarding, including account setup, configuration, access management, and on-site assistance.

Requirements

• At least 1 year of experience in an IT role.
• Strong working knowledge of IT technologies.
• Strong customer service and communication skills.
• Strong attention to detail and a process-driven mindset.
• Ability to prioritise and manage multiple tasks simultaneously.
• Ability to work independently and in a team environment.

Nice to have

• Exposure to working with corporate enterprise customers.
• Certificate IV or Diploma in Information Technology, or equivalent experience.
• ITIL 4 Foundation certification.

Culture & Benefits

• Permanent full-time employment in a hybrid working arrangement.
• Supportive culture focused on collaboration, innovation, continuous learning, and growth.
• Career development through succession planning, internal promotions, mentorship, certifications, and study assistance.
• Employee benefits, recognition, wellbeing platform, mental health support, and an Employee Assistance Program.
• Paid parental leave, support for family and caring responsibilities, and an employee referral program with monetary incentives.
• Commitment to diversity, equity, inclusion, and support for veterans.

Hiring process

• Applications must be submitted online through the hirify.global Careers page.
• The recruitment process may also be used to create a talent pool for similar ongoing or temporary opportunities arising within the next 12 months.