Service Desk Analyst

About the role

As a Service Desk Analyst at efex you will provide high‑quality IT support and exceptional customer service to a variety of clients. The role is full‑time and based in Sydney, offering a dynamic environment with plenty of variety and client interaction.

Key responsibilities

• Provide high‑quality IT support and exceptional customer service.
• Troubleshoot and resolve client issues across a range of technologies.
• Manage service requests and incidents through Salesforce.
• Maintain accurate ticket notes, timesheets, and documentation.
• Apply security best practices across implementations.
• Work collaboratively with colleagues to deliver seamless service.

Required profile

• Previous MSP or internal IT experience.
• Strong customer‑service and client‑facing skills.
• Friendly, positive approach to client service.
• Excellent communication skills.
• Ability to work in a fast‑paced environment while staying organised.
• Desire to keep learning and stay up‑to‑date with new technologies.

Required skills

• Active Directory and Microsoft 365 support.
• Workstation troubleshooting.
• Backup and recovery processes.
• Remote monitoring and management tools.
• Servers, switches, routers, firewalls and storage.
• Azure and VOIP solutions.
• Salesforce for ticket and request management.

What we offer

• Competitive salary based on skills and experience.
• Supportive, down‑to‑earth culture focused on collaboration and respect.
• Birthday leave and wellbeing leave (up to two days per year).
• Career pathways to advance technical expertise, project work or leadership.
• Challenging, rewarding work with diverse clients, problems and technologies.