IT Service Desk Analyst

Role overview

BlueRose Technologies is seeking an IT Service Desk Analyst with at least 3 years of experience in IT service desk operations. This role focuses on delivering first-line technical assistance, handling incidents and service requests, and providing strong customer support in a 24x7 environment.

What you'll do

• Deliver technical support and work toward resolving incidents and service requests within agreed SLA timelines.
• Track, investigate, and escalate issues whenever additional action is needed.
• Partner with other teams across the business to speed up issue resolution.
• Keep service records and documentation accurate and up to date while maintaining a high standard of customer service.

What we're looking for

• More than 3 years of hands-on experience in IT service desk work and direct customer support.
• Availability and willingness to work rotating 24x7 shifts.
• Strong verbal and written communication, analytical thinking, and troubleshooting ability.

Preferred background

• Exposure to the Australian public sector.
• Previous experience working in a NOC service desk setting.

Certifications

Helpful certifications include ITIL Foundation, CCNP, JNCIP, CCIE, or Fortinet NSE.