Hybrid Service Desk Analyst – Frontline Tech Support

Davidson; City of Melbourne; Hybrid; AUD 60,000 - 74,000; Full time

Job summary

Davidson is seeking a Service Desk Analyst in Melbourne, VIC. The role provides front-line software, hardware and network support within a professional services environment.

You will diagnose issues, resolve incidents where possible, and escalate unresolved matters while keeping customers informed and within SLA timelines. The team size is 5-10, with a mix of collaboration and documentation duties for client environments.

Qualifications

• Previous experience in a Service Desk, Help Desk or Technical Support environment.
• Strong customer service and front-facing support experience.
• Good understanding of computers and the broader technology environment.
• Exposure to remote desktop support, operating systems and file systems.
• Understanding of backup/restore, security and networking concepts.
• Strong verbal and written communication skills.
• Ability to troubleshoot issues methodically and follow established procedures.
• Strong customer focus with a professional and courteous approach.

Responsibilities

• Provide first-line technical support for software, hardware and network-related issues.
• Respond to cases raised by customers, operations teams and automated ticketing systems.
• Diagnose issues and implement appropriate solutions or provide guidance to customers.
• Maintain ownership of customer issues through to resolution, escalation or handover.
• Work within agreed SLA response and resolution timeframes.
• Keep service desk cases updated daily and in line with customer requirements.
• Escalate unresolved incidents through the appropriate channels in a timely manner.
• Follow documented incident resolution, escalation and change management procedures.
• Communicate professionally with customers and keep them informed throughout the resolution process.
• Understand and consider the business impact of technical issues when supporting customers.
• Create and maintain operational documentation relevant to the assigned client environment.
• Proactively identify opportunities to improve service and support processes.
• Complete effective handovers for cases and scheduled activities during leave or training.
• Collaborate closely with colleagues, customers, Team Leads and Service Delivery Managers.
• Complete required internal training and development activities.

Skills

Service Desk

Customer service

Remote desktop

OS concepts

Networking basics

Troubleshooting

Team collaboration

SLA compliance

Job description

Davidson is seeking a Service Desk Analyst in Melbourne, VIC. The role provides front-line software, hardware and network support within a professional services environment.

You will diagnose issues, resolve incidents where possible, and escalate unresolved matters while keeping customers informed and within SLA timelines. The team size is 5-10, with a mix of collaboration and documentation duties for client environments.