IT Support Analyst

About the role

The Service Desk Analyst will be the first point of contact for IT incidents and service requests across the Envest Group, delivering a positive and consistent support experience.

Key responsibilities

• Act as the initial contact for IT incidents and service requests, diagnosing, resolving or escalating them according to defined support models.
• Provide L1–1.5 support for user accounts, devices, applications and connectivity, ensuring responses meet SLA targets.
• Communicate clearly with users, offering regular ticket updates and supporting onboarding, off‑boarding and access changes.
• Log, categorise, prioritise and manage tickets in the Service Desk system, maintaining a clean queue and following escalation procedures.
• Contribute to knowledge‑base articles, document recurring issues and suggest service improvements.

Required profile

• Experience in an IT Service Desk or frontline IT support role.
• Strong understanding of basic IT troubleshooting and service‑desk best practices.
• Familiarity with ticketing systems and SLA‑driven environments.
• Excellent communication and customer‑service skills.
• Ability to prioritise workload and work effectively within a team.

Required skills

• IT troubleshooting
• Ticketing systems
• Understanding of SLA management

What we offer

• Salary range $80,000 – $85,000 plus superannuation.
• Eligibility for an annual discretionary bonus.