IT Service Desk Analyst – Flexible, Impactful Support

Goodman Fielder; Sydney; On-site; AUD 65,000 - 82,000; Full time

Job summary

Goodman Fielder is seeking a Service Desk Analyst to be the first point of contact for IT support. You’ll resolve or escalate issues across phone, email, chat, and our ITSM system, ensuring timely responses and adherence to SLAs.

Ideal candidates bring reliability, a solutions-focused mindset, and excellent communication to deliver a positive user experience. Prior Service Desk experience is a plus, with familiarity of AD and Office 365 considered a bonus.

Qualifications

• Reliability and punctuality are essential to meet IT service SLAs.
• Solutions-focused mindset with strong problem-solving skills.
• Outstanding communication to deliver a positive user experience.
• Passion for IT and desire to learn and grow in the field.
• Previous IT Service Desk experience is preferred but not required.
• Familiarity with Active Directory, Office 365 and ITIL concepts is a bonus.

Responsibilities

• Provide IT support via phone, email, chat, or ITSM platform.
• Log interactions accurately and resolve or escalate incidents per SLAs.
• Respond to urgent/high-priority issues following established protocols.
• Participate in team meetings and knowledge sharing.

Skills

Reliability

Punctuality

Problem-solving

Communication

Customer service

Tools

Active Directory

Office 365

Job description

Goodman Fielder is seeking a Service Desk Analyst to be the first point of contact for IT support. You’ll resolve or escalate issues across phone, email, chat, and our ITSM system, ensuring timely responses and adherence to SLAs.

Ideal candidates bring reliability, a solutions-focused mindset, and excellent communication to deliver a positive user experience. Prior Service Desk experience is a plus, with familiarity of AD and Office 365 considered a bonus.