Service Desk Analyst (IT Support)

Location: Onsite in St. Leonards, Sydney, New South Wales, Australia

Company

hirify.global is an ASX-listed Australian advisory and IT solutions company providing Managed Services, Hybrid IT, Private Cloud, and Connectivity services.

What you will do

• Respond to service desk requests through phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, resolve, document, and escalate Level 1/Level 2 hardware, software, network, and technical incidents.
• Provide regular or ad-hoc face-to-face support at client sites.
• Collaborate with team members and vendors to resolve issues and contribute solutions to the knowledge base.
• Support onboarding and offboarding, including account setup, configuration, and access management.

Requirements

• Australian citizenship is required.
• Strong foundational knowledge of hardware troubleshooting, Windows/macOS operating systems, and enterprise software applications.
• Hands-on experience with remote support and RMM tools, specifically ScreenConnect, Automate, and TeamViewer.
• Experience managing and troubleshooting virtual machines, VMware, Hyper-V, Citrix Virtual Apps and Desktops, Microsoft 365, cloud environments, and hybrid infrastructure.
• Foundational knowledge of TCP/IP, DNS, DHCP, VPNs, and enterprise Wi-Fi troubleshooting.
• Exceptional verbal and written communication skills, empathy for non-technical users, and strong customer service ability.
• Proven problem-solving and critical-thinking skills, including evaluating symptoms, identifying root causes, and working in unfamiliar multi-tenant environments.
• Collaborative approach with willingness to share knowledge and support peers during high-volume periods.
• The role is permanent and full-time.

Nice to have

• 5+ years of experience in an MSP, IT helpdesk, or customer-facing technical environment.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Baseline clearance.
• Microsoft Associate-level certifications, ITIL Foundation, or other vendor certifications.

Culture & Benefits

• Supportive culture focused on collaboration, innovation, continuous learning, and professional growth.
• Employee benefits, recognition, wellbeing support, and an Employee Assistance Program.
• Career development through succession planning, internal promotions, mentorship, certifications, and study assistance.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral program with monetary incentives and a commitment to diversity, equity, and inclusion.

Hiring process

• Submit a complete application online through the hirify.global Careers page; late or emailed applications will not be prioritised.
• The recruitment process may also create a talent pool for similar ongoing or temporary opportunities arising within the next 12 months.