Service Desk Analyst - Transitions

About the role

Centorrino Technologies is looking for a Service Desk Analyst to join its Transitions team in Australia. The role provides first-level support, troubleshooting and resolution of technical issues related to hardware, software and network systems. The company is a Great Place to Work in 2025 and offers hybrid working with team anchor days.

Key responsibilities

• Manage inbound and outbound calls and emails to investigate and resolve end-user issues.
• Triage inbound calls and tickets and escalate them to senior teams when necessary.
• Manage end-user accounts and devices across modern platforms.
• Create documentation and update the internal knowledge base.
• Build a good rapport with end users by phone and email while delivering timely resolutions.

Required profile

• Experience as an IT Service Desk Analyst.
• Excellent verbal and written communication, able to explain technical issues simply.
• Strong customer service orientation and ability to work under pressure.
• Problem-solving skills and ability to prioritise multiple tasks in a fast-paced environment.
• A broad range of experience maintaining environments, accounts, access permissions and troubleshooting issues.
• Some exposure to networking fundamentals, employee lifecycle and access management, SharePoint and OneDrive, printer fleet management, and a willingness to learn more.
• Valid Vulnerable People / Working with Children Check (WWCC) and Police Check required.

Required skills

• Experience with IT service desk software and ticketing systems is ideal.
• Desirable: prior experience with ConnectWise, PowerShell scripting, enterprise IT tools (remote support, monitoring), GPO implementation, Microsoft-based certifications, ITIL certification and a tertiary qualification in Information Technology.

What we offer

• Hybrid working with team anchor days.
• Extensive training and development opportunities.
• Discounts and benefits, and a choice of IT equipment.
• Team events celebrating achievements.