Service Desk Analyst

TL;DR

Service Desk Analyst: Offer technical support to clients addressing Level 1/2 issues via phone, portal, email, remote tools with an accent on efficient problem-solving, customer service, and SLA adherence. Focus on diagnosing hardware/software/networking problems, user onboarding/offboarding, knowledge sharing, and escalation workflows.

Location: Full-time onsite in Sydney, New South Wales, Australia (postcode 2000). Valid Driver’s License required.

Company

hirify.global is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, with 1100+ professionals across Australia, New Zealand, Singapore, and Hong Kong providing Hybrid IT, Private Cloud, and Connectivity managed services.

What you will do

• Promptly respond to, diagnose, and troubleshoot incoming service desk requests via phone, self-service portal, email, remote tools, or in-person.
• Log, action, and track service requests according to ITIL procedures and SLAs using ticketing systems like ServiceNow.
• Handle user onboarding and offboarding including access provisioning and termination.
• Utilize and contribute to the internal knowledge base for efficient incident resolution.
• Escalate complex issues to Level 2/3 teams following established workflows.
• Deliver professional, empathetic customer service in all end-user interactions.

Requirements

• 2+ years experience in Service Desk or NOC, preferably in B2B environment.
• Strong troubleshooting skills across hardware, software, networking, and enterprise applications.
• Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions.
• Familiarity with ITSM platforms like ServiceNow and Jira.
• Microsoft Fundamental or Mid-Level certifications (e.g., MS-900, AZ-900, AZ-104).
• Excellent communication, problem-solving, and stakeholder management skills.

Culture & Benefits

• Supportive culture emphasizing innovation, collaboration, camaraderie, dedication, respect, and excellence.
• Career growth through succession planning, internal mobility, mentorship, and professional development certifications.
• Employee benefits platform, mental health support via EAP, paid parental leave, and family support.
• Employee referral program with monetary incentives.
• Commitment to diversity, equity, inclusion, and veteran employment.