IT Service Analyst (Level 1) — Global Tech Support & Growth

Ligentia Group; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Birthday leave

Discretionary bonus

Discounted car hire

Employee benefits scheme

Job summary

Ligentia is seeking an IT Service Analyst (Level 1) to provide responsive, practical technical support to users across Australia from Brisbane or Melbourne. You will diagnose and resolve hardware, software and network issues, working with the Group IT team and escalating complex matters as needed.

You’ll have the opportunity to grow within the role, taking ownership of IT support and service functions across Australia within a global organisation.

Qualifications

• Familiarity with Windows/macOS, Microsoft 365, AD and basic TCP/IP networking.
• Strong troubleshooting and problem-solving skills.
• Clear written and verbal communication, patient with varied users.
• ITIL knowledge and IT service management awareness.
• ServiceNow experience is advantageous but not essential.

Responsibilities

• Respond to, log and classify IT support requests via the helpdesk.
• Troubleshoot issues across Windows/macOS, M365, hardware and networks.
• Provide remote support and apply fixes to user devices.
• Escalate complex issues to Tier 2/3 infrastructure or development teams.
• Set up user profiles, reset passwords and manage access permissions.
• Maintain clear technical documentation and contribute to the knowledge base.
• IT Asset Management: track, audit, store and maintain IT assets.
• Promote good technology practices and compliance with IT security policies.

Skills

Troubleshooting

Communication

ITIL familiarity

Customer support

Problem-solving

Education

IT qualification or relevant certifications (e.g., CompTIA A+, Microsoft certifications, ITIL Foundation)

Tools

Windows

macOS

Microsoft 365

Active Directory

TCP/IP networking

ServiceNow

Job description

Ligentia is seeking an IT Service Analyst (Level 1) to provide responsive, practical technical support to users across Australia from Brisbane or Melbourne. You will diagnose and resolve hardware, software and network issues, working with the Group IT team and escalating complex matters as needed.

You’ll have the opportunity to grow within the role, taking ownership of IT support and service functions across Australia within a global organisation.