Overview
Service Desk Analyst role focused on providing call desk services and level 1 technical support to customers and internal teams. You will be part of a agile, customer-facing environment, adhering to agreed Service Level Agreements while helping shape the future of our industry.
Responsibilities
Diagnosis and resolution of desktop/laptop/portable device hardware and software issues, printer hardware and software issues.
Performing administration tasks such as password resets, account creations/deletions, as defined in customer configuration processes and procedures.
Conducting backup checks and raising tickets for errors.
Managing more complex problems from within the team as needed.
Tracking and routing problems/requests and documenting resolutions.
Absolute Musts
Working knowledge of configuring and troubleshooting Windows-based desktop/laptop hardware and software platforms.
Basic printer and MFD troubleshooting skills.
Ability to conduct first level domain administration across Microsoft Active Directory (Account Administration, mailbox administration).
Server technologies and support (DHCP, DNS, and Group Policies, etc.).
Certs and Skills
While not essential, ideally see any of these:
Microsoft Certifications: Azure Fundamentals
Microsoft 365 Certified: Modern Desktop Administrator Associate
ITIL Foundations v3 or v4
Cybersecurity Essentials
Bachelor's degree in computer science (or a related field)
More than a role
Our role descriptions are customer-facing and focus on responding to and resolving support requests (phone, email, or tickets) within SLAs. We value a culture of professionalism, client-centric excellence, collaboration, continual learning, and sustainable practices.
Diversity and inclusion
We encourage applicants from Aboriginal or Torres Strait Islander communities to apply.
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📌 Service Desk Analyst
🏢 Ethan
📍 Sydney