Hybrid IT Service Desk Analyst—First‑Line Support

PFD Food Services Pty Ltd; Melbourne; Hybrid; AUD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Discounted staff purchases

Staff parking

Health insurance

Gym membership

Travel discounts

Zusammenfassung

PFD Food Services Pty Ltd in Mulgrave, Melbourne is seeking an IT Service Desk Analyst to be the first point of contact for staff and resolve day-to-day issues. The role is hybrid, onsite with on-call rotations after probation, covering early to late shifts across 6am–7pm.

You will log tickets, perform first‑level troubleshooting, document solutions, and contribute to knowledge articles while supporting continuous improvements of Service Desk processes.

Qualifikationen

• 1+ years’ experience in a first-level IT support environment (or a customer service role with IT exposure).
• Strong IT fundamentals with the ability to confidently troubleshoot basic issues.
• Clear and professional communication skills, with strong documentation habits.
• Solid experience with the Microsoft stack (Windows 10/11, Office 365, Outlook, Exchange, SharePoint, OneDrive).
• Exposure to or experience supporting Salesforce is a bonus, but not essential.

Aufgaben

• Act as the first point of contact for IT support requests, logging and triaging tickets through the service desk system.
• Provide first-level troubleshooting and resolution for local and remote staff.
• Escalate issues where required, ensuring SLA compliance and smooth handovers to other IT teams.
• Document interactions, processes, and resolutions to build and maintain a library of knowledge articles.
• Support process improvement and automation initiatives to enhance Service Desk operations.
• Collaborate with your teammates and contribute to a positive, customer‑focused support culture.

Kenntnisse

IT support

IT fundamentals

Communication

Documentation

Microsoft stack

Salesforce

Tools

Jira Service Desk

Windows 10/11

Office 365

Outlook

Exchange

SharePoint

OneDrive

Salesforce

Jobbeschreibung

PFD Food Services Pty Ltd in Mulgrave, Melbourne is seeking an IT Service Desk Analyst to be the first point of contact for staff and resolve day-to-day issues. The role is hybrid, onsite with on-call rotations after probation, covering early to late shifts across 6am–7pm.

You will log tickets, perform first‑level troubleshooting, document solutions, and contribute to knowledge articles while supporting continuous improvements of Service Desk processes.