Hybrid IT Service Desk Analyst | First-Line Support

PFD Food Services Pty Ltd; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Discounted food

Staff parking

Gym membership

Travel discounts

Job summary

PFD Food Services Pty Ltd is seeking an IT Service Desk Analyst to be the first point of contact for staff needing technical support. You will handle day-to-day issues, log tickets, and help drive improvements in how we deliver IT support.

Based in Mulgrave with hybrid work and rotating shifts from early morning to evening, you’ll join a close-knit team. On probations, there are opportunities to enter on-call rotations while contributing to automation and streamlined support services.

Qualifications

• 1+ years in a first-level IT support or customer service with IT exposure
• Strong IT fundamentals with ability to troubleshoot basic issues
• Clear and professional communication with solid documentation habits
• Experience with Microsoft stack (Windows 10/11, Office 365, Outlook, Exchange, SharePoint, OneDrive)
• Exposure to Salesforce ticketing/workflows is a bonus but not essential

Responsibilities

• Act as the first point of contact for IT support requests, logging and triaging tickets
• Provide first-level troubleshooting for local and remote staff
• Escalate issues to ensure SLA compliance and smooth handovers
• Document interactions and resolutions to build knowledge articles
• Support process improvements and automation within the Service Desk

Skills

IT support

Microsoft 365

Communication

Documentation

Salesforce exposure

Tools

Jira Service Desk

End-user devices

Networking basics

Job description

PFD Food Services Pty Ltd is seeking an IT Service Desk Analyst to be the first point of contact for staff needing technical support. You will handle day-to-day issues, log tickets, and help drive improvements in how we deliver IT support.

Based in Mulgrave with hybrid work and rotating shifts from early morning to evening, you’ll join a close-knit team. On probations, there are opportunities to enter on-call rotations while contributing to automation and streamlined support services.