Service Desk Analyst

About the role

Grant Thornton Australia is seeking a passionate Service Desk Analyst to join its national Service Desk team in Sydney. You will provide first‑line support for calls, tickets and walk‑ups, helping fee‑earning professionals and staff across six offices.

Key responsibilities

• Handle first‑level calls, document and resolve incidents and requests, and provide technical support for client events and meetings.
• Track and follow up on incidents, ensure timely communication with stakeholders and escalate when necessary.
• Identify recurring issues, contribute to root‑cause analysis and knowledge‑base updates.
• Participate in after‑hours roster, on‑call duties and flexible team support.
• Escalate complex problems within the Digital team and coordinate resolutions.

Required profile

• Proven ability to work collaboratively in a team environment.
• Strong familiarity with Microsoft Windows, M365 and Copilot.
• Commitment to quality service and confidentiality.
• Effective oral and written communication skills.
• Curiosity about system operations and problem‑solving.

Required skills

• Microsoft Windows
• Microsoft 365 (M365)
• Microsoft Copilot

What we offer

• 9‑day fortnight trial and flexible work‑from‑home days.
• Clear promotion pathways and structured learning at all career levels.
• Mental health, financial and wellbeing coaching support.
• Inclusive, diverse workplace culture.