Service Desk Analyst
Job description
We are seeking a motivated and customer-focused Service Desk Analyst to deliver high-quality IT support to internal users across multiple locations in Australia for our Client, a leading and reputable Non For Profit
This role is ideal for someone who enjoys problem-solving, working with a variety of technologies, and providing excellent end-user support in a fast-paced environment.
Key Responsibilities required for this position:
This role is ideal for someone who enjoys problem-solving, working with a variety of technologies, and providing excellent end-user support in a fast-paced environment.
Key Responsibilities required for this position:
- Provide first- and second-level IT support to internal users
- Desktop Support
- Respond to and triage incoming incidents and service requests in a timely manner
- Accurately log, track, and manage tickets through to resolution
- Troubleshoot hardware, software, network, and telephony issues
- Escalate complex issues to appropriate teams when required
- Communicate effectively with stakeholders, keeping users informed of progress
- Support and maintain IT systems, including desktops, laptops, and mobile devices
- Manage user accounts, including onboarding and offboarding processes
- Install, configure, and maintain Windows operating systems and applications
- Maintain system documentation and operational procedures
- Coordinate with external vendors and support providers as needed
- Contribute to continuous improvement of IT processes and service delivery
- Participate in project work and cross-functional initiatives where required
- Provide support across multiple locations, including occasional travel
- Certificate-level IT qualification and/or relevant experience in an IT support role
- Experience supporting users with technologies such as Active Directory and Microsoft 365
- Strong problem-solving skills with the ability to perform root cause analysis
- Excellent communication and customer service skills
- Strong attention to detail and ability to follow processes and security protocols
- Working knowledge of ITIL principles
- Experience with Windows operating systems and desktop support
- Knowledge of LAN/WAN, VPN, and remote connectivity solutions
- Experience with Intune or device management tools
- Exposure to automation or AI tools in IT support environment
- Must have full working rights
- Eligible for Blue Card
- C Class Drivers Licence