IT Service Desk Analyst

About the role

MedHealth is looking for a customer‑focused IT Service Desk Analyst to join its Service Desk Support Team. You will be the first point of contact for all technology‑related calls and tickets, delivering first‑class service and resolving issues within agreed SLAs.

Key responsibilities

• Answer all service desk calls within the specified time frame and provide end‑to‑end support.
• Document and maintain accurate records of support activities and troubleshooting steps.
• Investigate, analyse and resolve hardware problems, including repairs and maintenance of computing equipment and peripherals.
• Manage user accounts – create, modify and delete as required.
• Troubleshoot network, printer and other connectivity issues, providing remote or on‑site assistance.

Required profile

• At least 1 year of experience working in a technical service desk or similar support environment.
• Experience with Freshworks or a comparable ticketing system.
• High‑level experience supporting Office 365 applications.
• Familiarity with Windows Server, Active Directory and Print Services.
• Understanding of ITIL practices and use of Pure Cloud or similar phone systems.
• Ability to work in a fast‑growing business with high data volumes and changing needs.

Required skills

• Freshworks (or similar ticketing system)
• Office 365
• Windows Server
• Active Directory
• Print Services
• ITIL
• Pure Cloud (or similar phone system)

What we offer

• Hybrid working arrangements
• Employee discounts for health insurance, gyms, pools and travel club
• Novated leasing and salary sacrificing
• Paid parental leave and up to 4 weeks of purchased leave
• Employee Assistance Program