Hybrid Service Desk Analyst – First-Line Tech Support

Grant Thornton Australia Limited; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Balance work from home with team days

9-day fortnights

Structured learning and development

Mental health support

Job summary

Grant Thornton Australia Limited is seeking a Service Desk Analyst in Sydney to deliver first-line IT support for the national Service Desk team. You will handle calls, tickets and walk-ups, investigate issues, and provide operational delivery across computer and telecommunications systems.

You’ll join a collaborative Sydney Digital team supporting fee-earning professionals and staff across 6 offices, contributing to knowledge sharing, rostering and continuous improvement of IT services.

Qualifications

• Experience delivering first-line IT support.
• Proficient with Windows, M365 and Copilot.
• Strong communication and confidentiality.
• Ability to manage priorities and deadlines.
• Curiosity for how systems work and how to fix them.

Responsibilities

• First Level Support: Handle first level calls, tickets and walk-ups, document and resolve incidents.
• Monitoring and Follow-up: Track progress, communicate with stakeholders, escalate when needed.
• Whole of Firm Support: Identify recurring issues and assist in root cause analysis.
• Service Ethic: Support the team, participate in rostering and on-call duties.
• Training and Development: Contribute to knowledge base and share learnings.
• Escalation and Coordination: Escalate issues within the Digital team and coordinate resolutions.

Skills

Teamwork

Windows & M365

Copilot

Communication

Prioritization

Problem solving

Confidentiality

Curiosity

Job description

Grant Thornton Australia Limited is seeking a Service Desk Analyst in Sydney to deliver first-line IT support for the national Service Desk team. You will handle calls, tickets and walk-ups, investigate issues, and provide operational delivery across computer and telecommunications systems.

You’ll join a collaborative Sydney Digital team supporting fee-earning professionals and staff across 6 offices, contributing to knowledge sharing, rostering and continuous improvement of IT services.