Dynamic Service Desk Analyst – Onsite & Remote Support

Atturra; Newcastle City Council; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Employee benefits platform

Career growth & mentorship

Certifications & study support

Employee Assistance Program

Paid parental leave

Referral program

Job summary

Atturra is seeking an enthusiastic and experienced Service Desk Analyst to provide first-line IT support to end-users and clients across Australia. The role includes onsite visits to client sites on a regular schedule and potential progression to Desktop Engineer responsibilities.

You will diagnose and resolve Level 1/2 incidents, document actions in the ticketing system, and escalate when necessary, while delivering excellent customer service and building strong vendor and team collaborations.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 5+ years of experience in an MSP, IT helpdesk, or customer-facing technical environment.
• Vendor certifications (e.g., Microsoft Associate level Certifications, ITIL Foundation) are highly desirable.

Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, chat and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1/Level 2 incidents and requests related to hardware, software, network, and other technical issues.
• Accurately document all user interactions, solutions, and outcomes within the ticketing system.
• Escalate complex issues in accordance with established escalation protocols.
• Collaborate with team members and support vendors to resolve issues swiftly and effectively.
• Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
• Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
• Provide on-site support as needed, either on an ad-hoc basis or as part of regular client engagements.

Skills

Windows/macOS

RMM tools

VMware/Hyper-V

Microsoft 365

Networking basics

Customer service

On-site support

Education

Bachelor’s degree in IT/CS

Tools

Screen Connect

Automate

TeamViewer

Citrix Virtual Apps and Desktops

VMware

Hyper-V

Job description

Atturra is seeking an enthusiastic and experienced Service Desk Analyst to provide first-line IT support to end-users and clients across Australia. The role includes onsite visits to client sites on a regular schedule and potential progression to Desktop Engineer responsibilities.

You will diagnose and resolve Level 1/2 incidents, document actions in the ticketing system, and escalate when necessary, while delivering excellent customer service and building strong vendor and team collaborations.