IT Support Analyst

About the role

Envest, one of Australia's largest independent distribution groups, is hiring a Service Desk Analyst in Perth. The role centres on triage, resolution and customer communication, resolving common issues at first contact and escalating appropriately to senior support or IT Technical Operations. It delivers a consistent, positive support experience across the Envest Group.

Key responsibilities

• Act as the first point of contact for IT incidents and service requests via the Service Desk.
• Diagnose, resolve or escalate incidents and requests according to defined support models.
• Provide L1-1.5 support for user accounts, devices, applications and connectivity, meeting agreed SLAs.
• Communicate clearly with users, give regular updates on ticket progress and support onboarding, offboarding and access changes.
• Help users with common end-user applications and collaboration tools.
• Log, update and manage tickets accurately, keeping them categorised, prioritised and documented, and follow escalation and handover processes to L2 teams or IT Operations.
• Follow service desk processes, procedures and security standards, contribute to knowledge base articles and support documentation, and share trends and frontline feedback with the Service Desk Manager.

Required profile

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

What we offer

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