Customer-Focused IT Service Desk Analyst

AustralianSuper; Melbourne; On-site; AUD 60,000 - 70,000; Full time

Job summary

A financial services organization located in Melbourne is seeking a Service Desk Analyst to provide first-line IT support for internal colleagues. Responsibilities include managing incidents and service requests, troubleshooting problems, and ensuring excellent customer service. The ideal candidate will have over two years of service desk experience and knowledge of ITIL processes. This is a full-time position with a commitment to colleague development and a supportive, inclusive workplace.

Qualifications

• 2+ years of IT service desk experience or similar customer service role.
• Knowledge of ITIL processes like Incident and Problem Management.
• Ability to troubleshoot user-facing IT issues.

Responsibilities

• Provide first-level contact for users via phone and email.
• Diagnose and resolve incidents quickly.
• Monitor the status of service requests.

Skills

Customer Service

ITIL processes understanding

Windows desktop troubleshooting

Microsoft Office 365 knowledge

Networking basics

Analytical skills

Clear communication skills

Tools

Active Directory

Microsoft Exchange

Microsoft Teams

SharePoint

Job description

A financial services organization located in Melbourne is seeking a Service Desk Analyst to provide first-line IT support for internal colleagues. Responsibilities include managing incidents and service requests, troubleshooting problems, and ensuring excellent customer service. The ideal candidate will have over two years of service desk experience and knowledge of ITIL processes. This is a full-time position with a commitment to colleague development and a supportive, inclusive workplace.