What you'll be doing
The Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end‐users, requiring efficient problem‐solving and customer service skills to ensure a positive support experience. Analysts are expected to work within defined SLA timelines and follow ITIL‐aligned service‐desk protocols.
Responsibilities
* Promptly respond to, diagnose, and troubleshoot incoming service desk requests and queries via phone, self‐service portal, email, remote support tools, or in‐person.
* Accurately receive, log, and action service requests for standard IT services according to procedures and SLAs.
* Provide support with user onboarding and offboarding processes including access provisioning and termination.
* Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently.
* Participate in ongoing knowledge sharing and contribute new or updated knowledge articles.
* Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system (e.g., ServiceNow).
* Escalate complex or unresolved issues to Level 2 or 3 support teams, following established escalation workflows.
* Provide excellent customer service with a professional and empathetic approach in all interactions.
* Perform other duties as assigned by the Service Desk Manager or Team Lead.
Working conditions
* Permanent full time
* Valid Driver's License
* Full‐time Onsite Support
What will make you successful in this role?
* 2 years prior experience in a Service Desk or Network Operations Centre (NOC), preferably in a business‐to‐business environment.
* Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking, and enterprise applications.
* Demonstrated problem‐solving and analytical skills, with a methodical and customer‐focused approach.
* Ability to manage stakeholder expectations and build strong working relationships.
* Clear, confident communication skills suited to working with a broad range of users, including executives.
* Flexible and adaptable in fast‐paced and evolving support environments.
* Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions.
* Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded.
* Microsoft Mid‐Level (e.g., AZ‐104).
Valuable employee benefits
* Career growth via succession planning, internal mobility programs, and mentorship opportunities.
* Ongoing investment in professional development through industry certifications.
* Employee benefits, recognition, and wellbeing platform.
* Mental health support through our Employee Assistance Program.
* Support for family and caring responsibilities, including paid parental leave.
* Employee referral program, with monetary incentives offered.
Commitment to Diversity, Equity, and Inclusion
At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other under‐represented groups.
Commitment to supporting Australia's veterans
We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans' Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia's veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.
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