IT Service Desk Analyst

Directed Electronics Australia; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Salary package

Product discounts

Salary packaging

Job summary

Directed Electronics Australia is seeking an IT Service Desk Analyst to join our national IT team based at the modern head office in Tullamarine. You will provide responsive Level 1 and Level 2 support across the organisation’s technology environment, owning incidents from initial contact through resolution or escalation within agreed service levels.

Our ideal candidate is a tech enthusiast, fast learner and a great communicator with a customer success mentality.

Qualifications

• Experience in a service desk role supporting 100–250+ users.
• Proven ticket system experience, e.g. Fresh Service.
• End-to-end ownership of incidents from triage to resolution.
• Strong knowledge of Windows, M365, AD, Entra ID, Exchange Online.
• Familiarity with macOS or Linux is a plus.

Responsibilities

• Provide general IT support across on-premises and cloud systems.
• Offer Level 1 and Level 2 desktop support to all users, troubleshooting hardware and software issues.
• Take end-to-end ownership of incidents and service requests, including triage, prioritisation, escalation and closure.
• Review recurring incidents and trends to identify improvements and reduce repeat contacts.
• Assist with maintenance tasks across all systems, including cloud environments.
• Perform scheduled service checks and raise incidents through the proper channels.

Skills

Windows OS

Microsoft 365

Active Directory

Microsoft Entra ID

Exchange Online

Endpoint management concepts

Ticketing systems

Tools

Fresh Service

Job description

Directed is a creative, technology led group of companies with over 20 years’ experience in delivering customer success.

Operating in two main divisions: Retail and Technologies, our Retail division develops and distributes innovative products within consumer and mobile electronics that create excitement, bring convenience, and add to the quality of life for all Australians. Our Technologies division challenges the boundaries to engineer connected vehicle telematics programs, multimedia audio visual navigation systems, approved accessories and cutting-edge analytics platforms that promotes safety, quality, proactive insights and ultimately, can save lives.

If you’re seeking to join a company that is a market leader, offering opportunities for growth and a focus on your development and success, now is the time to join Directed!

About the role

We are seeking an IT Service Desk Analyst to join our national IT team based out of our modern corporate head office in Tullamarine. This role will see you provide responsive Level 1 and Level 2 support across the organisation’s technology environment. The role owns incidents and service requests from initial contact through resolution or appropriate escalation, while meeting agreed service levels.

Meet your new team

Our IT team plays a crucial role in leading all activities and projects related to information technology, internal software development, infrastructure management, data security, and more. This team supports staff across the organisation globally, driving engagement, and supporting managers and staff to achieve their strategic goals through technology-related support, processes and planning.

How you will make an impact

As our IT Service Desk Analyst, you will be our initial point of contact for IT service requests and some of your responsibilities will include to:

• Provide general IT support across a wide range of systems, both on-premises and in the cloud.
• Offer Level 1 and Level 2 desktop support to all users, troubleshooting hardware and software issues as they arise.
• Take end-to-end ownership of incidents and service requests, including triage, prioritisation, troubleshooting, escalation, user communication and closure within agreed service levels.
• Review recurring incidents, service request trends and user feedback to identify improvement opportunities. Contribute practical recommendations that reduce repeat contacts, improve resolution times and strengthen the user experience.
• Assist with maintenance tasks across all systems including our applications stack, cloud environment and more.
• Perform scheduled service and system checks, record anomalies, and raise incidents through the appropriate support channels. Assist with investigation, resolution, stakeholder updates and service restoration communications when disruptions occur.

The successful candidate

Our ideal candidate will be a tech enthusiast, fast learner and a great communicator with a ‘customer success’ mentality that can demonstrate:

• Working in a similar service desk support role in a business with 100 to 250+ users, supporting laptops, desktops, mobile devices and some applications.
• Experience using a ticket system e.g. Fresh Service.
• Managing a ticket/issue to completion else escalating and overseeing the issue till resolution.
• Working knowledge of Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID, Exchange Online and endpoint management concepts. Familiarity with macOS or Linux environments is advantageous.
• Supporting users both onsite and remotely, across multiple locations.
• A friendly, outgoing personality to engage with staff across all levels.

The perks & benefits

Why Directed? You'll be part of a company that puts your personal development, growth and success first. Our team is made up of highly driven and motivated individuals who are dedicated to helping one another achieve our goals. We love to have fun, regularly organise company-wide social events to connect and collectively celebrate our wins.

This role will see you work onsite at our Tullamarine corporate head office with occasional travel to our offices in Richmond and Clayton. You'll be on a great salary package, have plenty of opportunities to further your skills and grow, all whilst being part of a supportive, and collegiate team. There's also significant product discounts and salary packaging perks!

NOTE

Due to the nature of the work, only applicants able to work from our Tullamarine office with ongoing Australian work rights can be considered for this role.