Position Overview
We’re looking for a graduate or junior to join our team as a Service Desk Analyst. This ideal candidate will have good customer service, strong technical curiosity, a willingness to learn, and a drive to build a career in IT operations, system administration and support.
You’ll handle escalated service requests from our corporate service desk, support our business systems and our staff members across the business, and gain exposure to a modern cloud-first environment. You’ll work alongside experienced IT professionals and managed service providers, learning how to deliver support that is fast, adaptable, accurate and reliable.
This is a growth-focused role – we’ll invest in you though structured development opportunities, including mentoring, optional certifications (e.g., CompTIA, Microsoft, AWS, ITIL), and exposure to cloud infrastructure, security practices, and DevOps tooling as your experience grows, but we expect ownership, initiative and continuous improvement in return.
Key Responsibilities
Technical Support
* Troubleshoot and resolve technical issues raised from our Managed Service Provider
* Triage, prioritise, and resolve daily support service requests across various platforms and hardware
* Escalate complex or blocked tickets when necessary
* Participate in our occasional after-house support roster as required
User Account & Access Management
* Provide IT support to onsite and remote staff
* Troubleshoot end-user devices (Windows/macOS), applications, network issues
* Assist staff with meeting room setup, audio/visual troubleshooting, printers and connectivity issues
* Support secure IT practices and assist in ensuring compliance with internal policies, data protection standards, and IT security protocols.
Staff Members Onboarding/Off-boarding
* Set up laptops, email accounts, and grant systems access based on department role
* Follow (and help document) onboarding checklists for new hires across multiple business systems
* Organise logistics for shipping and returning devices, including liaising with couriers and ensuring asset tracking is up to date
System Administration
* Basic administration of Microsoft 365, Exchange, Share Point and user/group access
* Manage application-level permissions across internal systems (e.g., CRM, telephony)
Asset & Application Management
* Manage hardware allocation, return, and inventory updates
* Support software installations and updates across devices
Monitoring & Escalation
* Proactively escalate any blockers (e.g., software issues, misconfigurations) to the IT Operations Manager
* Liaise with other IT vendors or specialists (SOC, NOC) where required
Environment Maintenance
* Ensure devices and infrastructure are running supported and secure versions (e.g., Windows OS, mac OS)
* Apply updates/patches to firewalls, switches, and access points in coordination with Managed Service Providers or as directed
* Maintain documentation or firmware/software versions across the environment
* Proactively identify and flag systems approaching end-of-life or out-of-support status
* Monitor and maintain VPN infrastructure, including user access and client configuration support
Vendor Support
* Log and escalate bugs or issues to relevant internal or external stakeholders
* Follow up on ticket progress with 3rd-party vendors and partners (e.g., contact centre platform, customer-application support systems) to ensure timely resolution.
Requirements
* Strong demonstrated customer service skills, with a proactive and positive attitude, and able to manage issues through to resolution
* Work closely with cross-functional teams including Sales, Product, Operations, Credit and Finance, to deliver timely, reliable support.
* Ideally a recent graduate in Information Technology, Computer Science or similar field
* Basic understanding of IT fundamentals – Windows/macOS, Microsoft 365, networking, user access
* Eager to learn, follow structured processes, and take feedback constructively to improve
Why You’ll Love It Here:
* RealtyAssist is full of lovely, friendly people that genuinely care for our customers. You will be on a first name basis with everyone in this business.
* Work with a talented and passionate team who value transparency, ownership, and accountability.
* No technical Debt, as a scale-up business, come work for an innovated team that loves to work together to deliver value, and getting it done!
* Flexible workplace, we need you ideally in the office most of the time but we also support working from home.
* Competitive salary and a day off for your birthday!
* RealtyAssist offers career growth across IT domains like software, cyber security, data, system administration, QA, cloud, and DevOps — with hands-on learning and clear pathways to specialise.