IT Service Desk Analyst — Fast, Friendly Support (Sydney Hybrid)

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

Benefits offered by this job

Extra leave

Annual bonus

Cash vouchers

Study assistance

Paid parental leave

Referral bonuses

Employee Assistance Program

Job summary

Pickles Auctions in Sydney is seeking a Service Desk Analyst to be the first point of contact for staff, logging and resolving incidents, providing in-person and remote support from our Head Office.

You should have 1–2 years in a service desk, knowledge of Active Directory/Entra ID and Okta MFA, Microsoft 365, Windows 11 and Apple devices, and a diploma or IT degree. You will attend the Head Office twice weekly and help build knowledge for end users.

Qualifications

• Diploma or degree in IT or equivalent hands-on experience.
• 1–2 years of service desk or IT support experience.
• Experience with ITSM concepts and tools (e.g., Jira Service Management).
• Knowledge of AD/Entra ID and identity/MFA tools (Okta).
• Familiarity with Microsoft 365, SharePoint and OneDrive.
• Experience supporting Windows 11, macOS and mobile devices.

Responsibilities

• Log, categorize, prioritise and resolve incidents and service requests, escalating to Level 2 as needed.
• Provide first-line technical support in-person at the Sydney Head Office and remotely via phone, email, chat and portal.
• Diagnose and resolve hardware, software, network, and access issues.
• Manage user accounts, password resets, deactivations and access permissions.
• Assist with device provisioning, rollouts and asset register for computers and mobiles.
• Create and maintain knowledge base articles and guides to promote self-service.
• Deliver a positive support experience with empathy and follow-through.

Skills

Service desk experience

Customer service mindset

Strong communication

Problem solving

Windows 11

Education

Diploma or degree in IT

Tools

Active Directory

Entra ID

Okta

Intune/Autopilot

Microsoft 365

SharePoint/OneDrive

Jira Service Management

Job description

Pickles Auctions in Sydney is seeking a Service Desk Analyst to be the first point of contact for staff, logging and resolving incidents, providing in-person and remote support from our Head Office.

You should have 1–2 years in a service desk, knowledge of Active Directory/Entra ID and Okta MFA, Microsoft 365, Windows 11 and Apple devices, and a diploma or IT degree. You will attend the Head Office twice weekly and help build knowledge for end users.