Service Desk Analyst - Scoresby

About the role

Atturra, an ASX-listed advisory and IT solutions company, is hiring a Level 1 Service Desk Analyst for its Scoresby office in Melbourne. The role is permanent, full-time and hybrid, based at the Atturra Scoresby office.

Key responsibilities

• Respond promptly and professionally to service desk requests by phone, email, chat and ticketing systems
• Diagnose, troubleshoot and resolve Level 1 and Level 2 incidents and requests covering hardware, software, network and other technical issues
• Document all user interactions, solutions and outcomes in the ticketing system and escalate complex issues per protocol
• Collaborate with team members and support vendors to resolve issues quickly
• Contribute to the knowledge base by documenting solutions and procedures for recurring issues
• Assist with onboarding and offboarding, including user account setup, configuration and access management
• Provide on-site support as needed, ad hoc or as part of regular client engagements

Required profile

• Minimum 1 year in an IT role
• Strong working knowledge of IT technologies
• Excellent customer service and communication skills
• Attention to detail, process-driven mindset, ability to prioritise and manage multiple tasks, and ability to work independently and in a team
• Exposure to corporate enterprise customers highly desirable but not essential
• Preferred: Certificate IV or Diploma in Information Technology (or equivalent experience) and ITIL 4 Foundation

What we offer

• Employee benefits, recognition and wellbeing platform
• Career growth through succession planning, internal promotions and mentorship
• Professional development, certifications and study assistance
• Mental health support through an Employee Assistance Program
• Paid parental leave and support for family and caring responsibilities
• Employee referral program with monetary incentives

Applications are submitted online through the Atturra careers page; late applications or those sent by email will not be prioritised. The role may also be used to build a talent pool for similar opportunities.