Service Desk Analyst

About the role

Pallion, a leading Australasian precious metals group operating across Australia, Hong Kong and mainland China, is looking for a friendly, technically capable Service Desk Analyst to provide responsive IT support to its employees. As the first point of contact for IT incidents and service requests, you will support users by phone, email, Microsoft Teams and the IT service management platform, resolving common issues and escalating complex matters to specialist teams. The role works across a rotating weekday shift roster, with occasional after-hours on-call participation.

Key responsibilities

• Provide Level 1 IT support by phone, email, Microsoft Teams and the ITSM platform
• Log, categorise, prioritise and manage incidents and service requests
• Troubleshoot Windows and macOS devices, mobile devices, printers and standard peripherals
• Support Microsoft 365, Microsoft Teams, email and collaboration issues
• Assist with password resets, MFA, account access and onboarding/offboarding requests
• Handle Wi-Fi, VPN and device connectivity issues
• Support meeting room technology (displays, cameras, microphones, Microsoft Teams Rooms)
• Prepare and issue laptops, mobile devices, monitors and accessories
• Maintain asset, ticket and support documentation, and escalate complex issues with clear diagnostics
• Contribute to knowledge articles, user guides and service improvement

Required profile

• Strong customer service mindset, clear communication and logical troubleshooting approach
• Comfortable supporting non-technical users and managing competing priorities
• Ideally 1-2 years' experience in a Service Desk, Help Desk or customer-facing technical support role
• IT, Information Systems or related qualification, or equivalent practical experience

Required skills

• Working knowledge of Windows, macOS, Microsoft 365, Microsoft Teams, iOS and Android
• Basic knowledge of Wi-Fi, VPN, MFA, endpoint security and printers
• Experience with an ITSM platform such as Freshservice, ServiceNow or Jira Service Management
• Advantageous: exposure to Microsoft Intune, Microsoft Defender, ITIL 4 Foundation, MS-900 or AZ-900 certifications