Hybrid Service Desk Analyst — IT Support Specialist

First Focus It P/L; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Discounted private health insurance

Employee Assistance Program

Fitness Passport

Job summary

Standards Australia is seeking a Service Desk Analyst to provide high‑quality 1st and 2nd level IT support. This hybrid role in Sydney requires a minimum of three days onsite weekly, with additional days rostered for coverage.

You will handle incidents, support hardware/software, and assist with onboarding and AV equipment. The role emphasizes customer service, proactive problem solving, and collaboration across IT teams.

Qualifications

• Minimum 5 years in an IT service desk or similar end‑user support role.
• Strong customer service skills and a proactive approach to problem solving.
• Experience providing 1st and 2nd level IT support in a corporate environment.

Responsibilities

• Provide 1st and 2nd level IT support via phone, email, remote, and in‑person interactions.
• Troubleshoot hardware, software, SaaS applications, and device issues.
• Log, prioritize, and track incidents to resolution with regular user updates.
• Support audio‑visual and meeting room technologies (e.g., Teams Rooms, displays, cameras, microphones).
• Manage onboarding/offboarding including account provisioning and access management.
• Coordinate with internal teams and external vendors to resolve issues efficiently.
• Document incidents and resolutions; contribute to knowledge base improvements.

Skills

IT Service Desk

Technical Support

Customer service

End-user support

Job description

Standards Australia is seeking a Service Desk Analyst to provide high‑quality 1st and 2nd level IT support. This hybrid role in Sydney requires a minimum of three days onsite weekly, with additional days rostered for coverage.

You will handle incidents, support hardware/software, and assist with onboarding and AV equipment. The role emphasizes customer service, proactive problem solving, and collaboration across IT teams.