IT Service Desk Analyst

About the role

You will be the first point of contact for staff needing technical support, handling day‑to‑day issues and contributing to service improvements. The role is hybrid, based in Mulgrave with staggered shifts between 6 am and 7 pm and potential on‑call duties after probation.

Key responsibilities

• Log, triage and resolve IT support tickets via the service‑desk system.
• Provide first‑level troubleshooting for local and remote users.
• Escalate incidents to ensure SLA compliance and smooth handovers.
• Document solutions and build a knowledge‑base library.
• Support process‑improvement and automation initiatives.
• Collaborate with teammates to maintain a customer‑focused support culture.

Required profile

• Minimum 1 + year experience in a first‑level IT support or customer‑service role with IT exposure.
• Strong IT fundamentals and ability to troubleshoot basic issues.
• Clear, professional communication and solid documentation habits.
• Experience with Microsoft stack (Windows 10/11, Office 365, Outlook, Exchange, SharePoint, OneDrive).
• Exposure to Salesforce administration or incident handling is a plus.

Required skills

• Microsoft Windows 10/11, Office 365, Outlook, Exchange, SharePoint, OneDrive.
• Salesforce user administration or ticketing workflow experience (optional).
• ITIL knowledge or certification (preferred).
• Jira Service Desk or similar ticketing system.
• End‑user hardware support (laptops, desktops, mobile devices, printers).
• Basic networking concepts: TCP/IP, DHCP, DNS, IP addressing, subnets.
• Relevant tertiary qualifications or Microsoft vendor certifications.

What we offer

• Competitive remuneration and superannuation.
• Staff discounts on purchases, accommodation, health insurance and banking.
• Gym membership, travel and entertainment discounts, staff parking.