IT Service Desk Lead - Hybrid, Coaching & SLA

Centorrino Technologies Pty Ltd.; Adelaide; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

Centorrino Technologies Pty Ltd is seeking a Service Desk Analyst to provide frontline IT support for clients, resolving hardware, software and network issues to minimise downtime. You will respond via phone, email and chat, document interactions in our PSA system and collaborate with the Technical & Engineering team to identify corrective actions.

The role offers hybrid work, a supportive team culture, and ongoing training opportunities.

Qualifications

• 1+ year MSP or Service Desk experience (desirable)
• 1+ year in a customer-facing role
• Certificate 3 in Information Technology or Bachelor of Information Technology (essential)
• Familiarity with ServiceNow or similar ticketing systems is desirable

Responsibilities

• Provide frontline IT support across hardware, software and network issues.
• Respond to incidents via phone, email or chat and log in ticketing/PSA systems.
• Collaborate with Technical & Engineering teams to resolve issues and provide solutions.
• Document all customer interactions and maintain knowledge base articles.
• Coach and develop team members to improve service delivery.
• Maintain SLA targets and ensure timely resolution of requests.

Skills

Customer service

Communication

Attention to detail

Problem solving

Time management

Organisation

Inclusive

Transparency

Approachability

Passion

Accountability

Education

Certificate 3 in Information Technology

Bachelor of Information Technology

Tools

ServiceNow

PSA system

Job description

Centorrino Technologies Pty Ltd is seeking a Service Desk Analyst to provide frontline IT support for clients, resolving hardware, software and network issues to minimise downtime. You will respond via phone, email and chat, document interactions in our PSA system and collaborate with the Technical & Engineering team to identify corrective actions.

The role offers hybrid work, a supportive team culture, and ongoing training opportunities.