IT Service Desk Analyst (6-Month Fixed Term)

About the role

Capricorn, a member-owned organisation providing financial and business solutions to its members, is recruiting two IT Service Desk Analysts on six-month fixed-term contracts, one in Perth and one in Sydney. The role suits people at the start of their IT careers; demonstrated work experience is not essential.

Key responsibilities

• Act as the first point of support for team members facing hardware, software and access issues.
• Respond to incidents and service requests, giving clear and patient guidance to create a positive user experience.
• Use IT service management tools to track and manage requests.
• Work with colleagues across IT and the wider business.
• Contribute to accurate documentation, knowledge articles and troubleshooting guides.
• Help identify recurring issues and opportunities to improve support processes.

Required profile

• Genuine interest in technology, a service-focused approach and clear communication of technical information.
• Comfortable learning new systems, organising competing tasks and collaborating to resolve issues.
• Strong customer service skills, including clear communication, active listening and patience.
• Ability to manage tasks, prioritise requests and meet deadlines in a fast-paced support environment.
• Collaborative approach with cross-functional teams, external vendors and stakeholders.

Required skills

• Technical aptitude and understanding of operating systems, common software applications, networking concepts and hardware components.
• Analytical problem-solving and troubleshooting skills.
• Interest in documenting solutions and contributing to knowledge articles, FAQs and troubleshooting guides.
• Familiarity with IT service management tools and processes, including incident and request management and service level expectations (highly regarded).
• Exposure to diagnosing and resolving hardware and software issues through study, personal projects, volunteering or work experience (highly regarded).
• A degree in Information Technology, Computer Science or a related field, or certifications such as CompTIA A+, ITIL Foundation or equivalent (highly regarded).

What we offer

• Flexible working arrangements for office-based team members.
• 14 weeks inclusive paid parental leave for all eligible Team Members, plus two additional paid leave days.
• Wellbeing, fitness and lifestyle perks through WHEREFIT and Perkbox.
• Learning and development opportunities, including training and study assistance.
• Purchased leave, salary continuance insurance, social club and novated leasing.