Hybrid Service Desk Analyst - First-Line IT Support

Grant Thornton; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Balance work from home with team days

9-day fortnights trial

Structured learning and development

Mental health support and wellbeing

Career growth opportunities

Job summary

Grant Thornton Australia is a leading professional services firm delivering audit, tax and advisory solutions. We are seeking a Service Desk Analyst to provide first-line support from our Sydney office as part of the national Service Desk team.

You will handle calls, tickets and walk-ups, investigate and resolve issues, and collaborate with the Digital team while delivering high-quality service to fee-earning professionals and staff.

Qualifications

• Experience working collaboratively in a team environment.
• Familiarity with Windows, M365, and Copilot.
• Commitment to quality and service.
• Ability to manage priorities, solve problems, and meet deadlines.
• Excellent written and spoken communication skills.
• Curiosity about how systems work and how to fix them.

Responsibilities

• First Level Support: handle calls, tickets, walk-ups and resolve incidents.
• Monitor and update progress, keep stakeholders informed.
• Identify recurring issues and help address root causes.
• Support rostering, on-call duties, and business impact awareness.
• Contribute to knowledge base and share learnings with colleagues.
• Escalate and coordinate with Digital team for complex problems.

Skills

Team collaboration

Windows/M365/Copilot

Quality and service

Work prioritization & deadlines

Oral and written communication

Curiosity about systems

Job description

Grant Thornton Australia is a leading professional services firm delivering audit, tax and advisory solutions. We are seeking a Service Desk Analyst to provide first-line support from our Sydney office as part of the national Service Desk team.

You will handle calls, tickets and walk-ups, investigate and resolve issues, and collaborate with the Digital team while delivering high-quality service to fee-earning professionals and staff.