IT Service Desk Analyst - Hybrid Support, On-Call

PFD Food Services Pty Ltd; City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Staff discounts

Health insurance

Banking benefits

Discounted accommodation

Job summary

PFD Food Services Pty Ltd is seeking an IT Service Desk Analyst to be the first point of contact for staff needing technical support. The role is onsite in a hybrid model with rosters including on-call rotations after probation.

You will help drive improvements in how support is delivered and shape the Service Desk’s evolving projects, while supporting staff across the business. A hands-on, team-focused environment awaits.

Qualifications

• 1+ years’ experience in a first-level IT support environment or equivalent customer service with IT exposure.
• Strong IT fundamentals with the ability to troubleshoot basic issues.
• Clear, professional communication and strong documentation habits.
• Experience with Microsoft stack (Windows 10/11, Office 365, Outlook, Exchange, SharePoint, OneDrive).
• Exposure to Salesforce (admin, incident handling, or ticketing workflows) is a bonus.

Responsibilities

• Act as the first point of contact for IT support requests, logging and triaging tickets through the service desk system.
• Provide first-level troubleshooting and resolution for local and remote staff.
• Escalate issues where required, ensuring SLA compliance and smooth handovers to other IT teams.
• Document interactions, processes, and resolutions to build a knowledge library.
• Support process improvement and automation initiatives to enhance Service Desk operations.
• Collaborate with teammates and contribute to a positive, customer-focused support culture.

Skills

IT support

Microsoft stack

Salesforce exposure

ITIL knowledge

Jira Service Desk

End-user hardware

Networking basics

Tools

Jira Service Desk

Job description

PFD Food Services Pty Ltd is seeking an IT Service Desk Analyst to be the first point of contact for staff needing technical support. The role is onsite in a hybrid model with rosters including on-call rotations after probation.

You will help drive improvements in how support is delivered and shape the Service Desk’s evolving projects, while supporting staff across the business. A hands-on, team-focused environment awaits.