Service Desk Analyst | NSW Metro
17-Mar-2026
FHL/1914257
NSW Metro
| Category: | Information Technology |
| Position Type: | Full Time |
| Attachments: | No File Attached |
| Application Close Date: | 14-Apr-2026 |
Job Description
Let's Get to Know Each Other
We are looking for a motivated Service Desk Analyst to join our IT team and deliver high-quality technical support to internal stakeholders.
In this role, you will provide first-line IT support across systems, applications, and telecommunications, ensuring service requests and incidents are resolved efficiently and within agreed service levels.
You will also contribute to IT initiatives, support technology rollouts, and play a key role in maintaining a high-performing Service Desk.
What You'll Be Doing
- Provide technical support via phone, email, chat, remote access, and face-to-face
- Respond to and resolve IT incidents and service requests
- Log, manage, and update tickets through the IT Service Desk system
- Escalate complex issues to internal teams or external providers
- Monitor tickets to ensure SLA targets are achieved
- Create and maintain knowledge base articles for common solutions
- Support IT infrastructure and application teams with system implementations
- Contribute to IT projects and service improvements
What We Are Seeking
Essential
- Minimum 12 months experience in a Service Desk or IT support role
- Strong knowledge of Microsoft Office and Windows operating systems
- Excellent communication and customer service skills
- Strong organisation and problem-solving abilities
- Ability to manage multiple requests in a fast-paced environment
Desirable
- Experience contributing to knowledge base documentation
- Exposure to IT infrastructure or application deployments
- Strong analytical ability and attention to detail
Key Traits for Success
- Positive “can-do” attitude
- Strong attention to detail
- Ability to work under pressure
- A proactive and collaborative approach
- Commitment to delivering great customer experiences
In Return We Offer
- Supportive and collaborative IT team environment
- Exposure to IT projects and modern technologies
- Opportunities for professional development
- A culture focused on service excellence and continuous improvement
