IT Service Desk Analyst: Frontline Support Pro

SBS; Sydney; On-site; AUD 70,000 - 75,000; Full time

Job summary

SBS in Sydney is seeking a Service Desk Analyst to join the Service Desk team, delivering frontline IT support for SBS staff across PC and Mac, with a focus on clear communication and efficient issue resolution.

You will operate in a 24/7 environment on a rotating roster (Mon–Fri 8am–8pm) and participate in after-hours on-call support. This is not an entry-level role and requires previous technical experience in IT support and familiarity with ITIL practices.

Qualifications

• Not an entry-level role; requires demonstrable experience in a technology support environment.
• Experience with Windows 10/11 and Apple Mac OS.
• Familiarity with IT Service Management processes and ITIL recommended.
• Availability to work on a rotating shift and respond to after-hours calls for a 24/7 operation.

Responsibilities

• Provide frontline IT support across web, email, phone, and face-to-face channels for SBS users (PC and Mac).
• Perform basic system administration tasks including security, data integrity, recovery, monitoring and user administration.
• Maintain Helpdesk documentation and collaborate with 3rd party vendors and internal teams.

Skills

Frontline IT support

Windows 10/11

Mac OS

ITIL

ServiceNow

Shift work

Customer service

Communication

Tools

ServiceNow

Job description

SBS in Sydney is seeking a Service Desk Analyst to join the Service Desk team, delivering frontline IT support for SBS staff across PC and Mac, with a focus on clear communication and efficient issue resolution.

You will operate in a 24/7 environment on a rotating roster (Mon–Fri 8am–8pm) and participate in after-hours on-call support. This is not an entry-level role and requires previous technical experience in IT support and familiarity with ITIL practices.