Service Desk Analyst – Inbound Support

About the role

We are looking for a Service Desk Analyst to join our Inbound team in Australia. You will be the first point of contact for customers, delivering prompt, friendly and professional support while helping to shape a world‑class customer experience.

Key responsibilities

• Answer inbound calls and provide timely assistance.
• Troubleshoot issues independently or collaborate with internal teams to achieve resolutions.
• Keep customers informed with clear, confident updates.
• Log, prioritise and manage tickets in ConnectWise, taking ownership through to resolution.
• Work closely with a supportive, tight‑knit team that values collaboration and accountability.

Required profile

• A mature “own it” mindset with strong follow‑through.
• Team‑first attitude and high level of accountability.
• Clear communication and a solutions‑focused approach.
• Genuine passion for customer service.
• Willingness to learn and grow; basic IT knowledge is preferred.
• NV1 Australian Security Clearance, Vulnerable People/WWCC and Police Check.

Required skills

• Experience using ConnectWise ticketing system.
• Knowledge of ITIL processes (certification a plus).

What we offer

• Hybrid working model with regular team anchor days.
• Extensive training and development programmes.
• Discounts, benefits and cost‑price IT equipment for personal use.
• Fun team events and an inclusive, diverse culture.