Senior Service Desk Analyst

TL;DR

Senior Service Desk Analyst (IT Support): Providing initial technical support to end-users and clients with an accent on troubleshooting hardware, software, and network issues. Focus on resolving Level 1 incidents, delivering high-quality customer service, and performing on-site desktop engineering.

Location: Mitchell, ACT, Australia. Australian Citizenship and the ability to acquire NV1 security clearance is highly advantageous.

Company

One of the fastest growing ASX-listed advisory and IT solutions companies in Australia specializing in Hybrid IT, Private Cloud, and Connectivity services.

What you will do

• Provide Level 1 technical support for hardware, software, and network issues via phone, email, and ticketing systems.
• Perform face-to-face technical support at client sites on a regular schedule as a Desktop Engineer.
• Manage onboarding and offboarding processes, including user account setup and access management.
• Document solutions and procedures within the ticketing system to contribute to the internal knowledge base.
• Collaborate with support vendors and escalate complex issues to Level 2 or 3 teams.

Requirements

• Strong expertise in network, hardware, and software troubleshooting.
• Experience with remote support tools and ticketing systems such as ServiceNow or Cherwell.
• Proficiency with Windows Operating Systems and M365.
• Ability to communicate effectively and empathetically with non-technical users.
• Must be based in or able to work on-site in Mitchell, ACT and other assigned sites.

Nice to have

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Vendor certifications such as Microsoft Certified Fundamentals, CompTIA A+, or ITIL Foundation.
• Experience with Airwatch, Intune, Entra, Active Directory, and Apple Product Management.

Culture & Benefits

• Career growth through internal mobility programs, succession planning, and mentorship.
• Investment in professional development via industry certifications.
• Comprehensive wellbeing platform and mental health support through an Employee Assistance Program (EAP).
• Paid parental leave and support for family and caring responsibilities.
• Employee referral program with monetary incentives.