IT Service Desk Analyst

Role Overview

An entry-level IT Service Desk Analyst is needed to join the support function and act as the first contact for employees facing technical issues. The position focuses on delivering fast, helpful assistance and keeping the user experience positive while supporting the stability of day-to-day IT operations.

This role is well suited to someone at the start of their IT support career who wants practical exposure to troubleshooting, service management, and enterprise technology environments.

Key Responsibilities

• Handle the initial response for IT incidents and service requests received through phone, email, chat, or a ticketing platform.
• Investigate and resolve problems related to hardware, software, networks, and operating systems.
• Record, follow up on, and maintain support tickets with accurate updates until closure.
• Route more complex issues to the relevant technical teams when the issue cannot be solved at the service desk level.
• Assist users with desktops, laptops, printers, mobile devices, and common business software.
• Support account-related tasks such as password changes, user access updates, and permission management.
• Carry out software setup, system configuration, and routine IT maintenance activities.
• Keep troubleshooting notes, resolution details, and support documentation up to date.
• Monitor ticket queues and work to meet service-level targets and response expectations.
• Help build knowledge base content and contribute to ongoing service improvements.

Requirements

• A diploma or bachelor’s degree in Information Technology, Computer Science, or a closely related discipline.
• Working knowledge of Windows systems, Microsoft Office tools, and basic computer hardware.
• Understanding of IT support workflows, ticket handling, and standard troubleshooting approaches.
• Basic familiarity with networking ideas such as TCP/IP, Wi‑Fi, and VPN access.
• Good analytical thinking and problem-solving ability.
• Clear communication skills and a strong customer service mindset.
• Comfort working independently as well as within a team.
• Careful attention to detail and a willingness to learn new tools and technologies.
• Prior exposure through an internship, help desk role, customer support job, or IT support position is helpful but not mandatory.

What We Offer

• A cooperative and encouraging workplace.
• Formal training and mentorship to support development.
• Scope to grow into broader IT support and infrastructure responsibilities.
• Hands-on exposure to enterprise systems, tools, and IT service management practices.
• Practical experience dealing with real technical support scenarios.
• A competitive pay and benefits package.
• Ongoing learning and professional growth opportunities.

Additional Information

This is a full-time, onsite position based in Australia. The role is described as entry-level / junior. No salary figure, number of openings, start date, or application deadline was provided.