Hybrid IT Service Desk Analyst – First-Line Support

PFD Internal Careers; City of Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Discounted staff purchases

Staff parking

Health insurance

Discounted accommodation

Gym membership

Banking benefits

Job summary

PFD Food Services is seeking an IT Service Desk Analyst to be the first point of contact for staff and handle day-to-day IT support while helping drive improvements in how we deliver support. You’ll work onsite in a close-knit team, with staggered shifts between 6am and 7pm and on-call rotations after probation.

Based in Mulgrave, this role offers a hybrid work arrangement and opportunities to contribute to automation projects that streamline operations while supporting the people who keep our

Qualifications

• 1+ years in a first-level IT support role or related customer service with IT exposure.
• Strong IT fundamentals and ability to troubleshoot basic issues.
• Clear, professional communication and solid documentation habits.
• Experience with Windows 10/11 and Office 365 (Outlook/SharePoint/OneDrive).
• Familiarity with Salesforce or ticketing workflows is a bonus.

Responsibilities

• Act as the first point of contact for IT support requests, logging and triaging tickets.
• Provide first-level troubleshooting and resolution for local and remote staff.
• Escalate issues when required, ensuring SLA compliance and smooth handovers.
• Document interactions, processes and resolutions to build knowledge articles.
• Support process improvement and automation initiatives for Service Desk.
• Collaborate with teammates to foster a customer-focused culture.

Skills

IT support

Customer service

Troubleshooting

Documentation

Troubleshooting basics

Tools

Jira Service Desk

Salesforce

Office 365

Job description

PFD Food Services is seeking an IT Service Desk Analyst to be the first point of contact for staff and handle day-to-day IT support while helping drive improvements in how we deliver support. You’ll work onsite in a close-knit team, with staggered shifts between 6am and 7pm and on-call rotations after probation.

Based in Mulgrave, this role offers a hybrid work arrangement and opportunities to contribute to automation projects that streamline operations while supporting the people who keep our