IT Service Desk Analyst (6-Month Fixed Term Contract)

CAPRICORN; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working arrangements

14 weeks parental leave

Two additional days of paid leave

Wellbeing, fitness and lifestyle perks

Learning and development opportunities

Other benefits like salary continuance

Job summary

Capricorn is seeking two IT Service Desk Analysts for six-month fixed-term contracts, one based in Perth and one in Sydney. You will be the first point of contact for hardware, software and access issues, guiding users and documenting solutions to improve support processes.

Ideal candidates bring a service-focused approach and strong communication skills, with IT OS, software and networking knowledge. Flexible working arrangements and development opportunities are offered.

Qualifications

• Strong customer service skills with clear communication.
• Technical understanding of operating systems, software, networking and hardware.
• Ability to document solutions and contribute to knowledge articles.

Responsibilities

• Be the first point of contact for IT incidents and requests.
• Track and manage requests using ITSM tools; provide guidance to users.
• Identify recurring issues and suggest process improvements.

Skills

Customer service

Technical aptitude

Documentation

Collaboration

Problem solving

Education

IT/CS degree

Certifications (CompTIA A+, ITIL)

Job description

A little about us

Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve provided our Members with financial and business solutions to make running a business easier. Our flagship Trade Account offers instant credit with over 1600 Preferred Suppliers, simplified monthly expenses, and a generous rewards program.

We have a strong foundation in the automotive and machinery aftermarkets. Our vibrant community includes over 31,000 Members across Australia and New Zealand, from national franchises to your local family workshop. Last year, Capricorn facilitated nearly $4bn in sales with our Preferred Suppliers.

At Capricorn, we're about more than just products and services. We work hard to ensure that our Members, Suppliers and People feel like they're part of something bigger: a Community which is connected and supported to make a difference, while having some fun along the way!

A little about the role

As a IT Service Desk Analyst, you will be a first point of support for team members experiencing hardware, software and access issues. You will respond to incidents and service requests, provide clear and patient guidance, and focus on creating a positive user experience.

You will use IT service management tools to track and manage requests, work with colleagues across IT and the wider business, and contribute to accurate documentation, knowledge articles and troubleshooting guides. You will also help identify recurring issues and opportunities to improve support processes.

These are two six-month fixed-term opportunities designed for people at the start of their IT careers. Demonstrated work experience is not essential. One role will be based in Perth and one in Sydney.

What you’ll bring

You will bring a genuine interest in technology, a service-focused approach and the ability to communicate technical information clearly. You will be comfortable learning new systems, organising competing tasks and working collaboratively to resolve issues.

What’s essential

Strong customer service skills, including clear communication, active listening and patience when supporting users.

Technical aptitude and an understanding of operating systems, common software applications, networking concepts and hardware components.

Analytical problem-solving skills, with the ability to troubleshoot issues, identify likely causes and work towards practical solutions.

The ability to manage tasks, prioritise requests and meet deadlines in a fast-paced support environment.

A collaborative approach when working with cross-functional teams, external vendors and stakeholders.

An interest in documenting solutions and contributing to knowledge articles, FAQs and troubleshooting guides.

Highly regarded

Familiarity with IT service management tools and processes, including incident and request management and service level expectations.

Exposure to diagnosing and resolving hardware and software issues through study, personal projects, volunteering or work experience.

Qualifications

A degree in Information Technology, Computer Science or a related field, or certifications such as CompTIA A+, ITIL Foundation or equivalent, will be highly regarded.

A little on life at Capricorn

At Capricorn, we’re committed to creating an environment where our people can thrive, both professionally and personally. Our benefits support wellbeing, flexibility, development and the important moments in life.

Our benefits include:

• Flexible working arrangements for office-based team members.
• 14 weeks inclusive paid parental leave for all eligible Team Members.
• Two additional days of paid leave to support moments that matter to you.
• Wellbeing, fitness and lifestyle perks through WHEREFIT and Perkbox.
• Learning and development opportunities, including training and study assistance for eligible Team Members.
• Additional benefits such as purchased leave, salary continuance insurance, social club and novated leasing.

We are recruiting two people for six-month fixed-term contracts, with one opportunity in Perth and one in Sydney.