Onsite Service Desk Analyst - IT Support & Troubleshooting

Atturra; Sydney; On-site; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Benefits platform

Career growth

Mentorship

Certifications & study assistance

Mental health support

Paid parental leave

Employee referral program

Job summary

Atturra is seeking an enthusiastic Service Desk Analyst to provide initial technical support to end-users and clients. You will handle Level 1/2 incidents, document solutions, and escalate where needed while maintaining a focus on customer service.

On-site support at client sites will be required on a regular basis in Newcastle. The role emphasizes IT hardware/software troubleshooting, RMM tools proficiency, and a strong service mindset.

Qualifications

• 5+ years in MSP, IT helpdesk, or customer-facing tech environment.
• Bachelor’s degree in information technology, computer science or related field.
• Vendor certifications (e.g., Microsoft Associate, ITIL Foundation) are desirable.

Responsibilities

• Respond promptly to service desk requests via phone, email, chat and tickets.
• Diagnose, troubleshoot, and resolve Level 1/2 incidents (hardware, software, network).
• Document interactions and outcomes in the ticketing system.
• Escalate complex issues per protocols.
• Collaborate with team and vendors to resolve issues quickly.
• Contribute to knowledge base with solutions and procedures.
• Assist with onboarding/offboarding and user account setup.
• Provide on-site support as needed.

Skills

Hardware troubleshooting

Windows/macOS

RMM tools

VMware/Hyper-V

Microsoft 365 / Cloud

Networking basics

Customer service

Education

Bachelor's degree in IT/CS

Tools

ScreenConnect

Automate

TeamViewer

VMware

Hyper‑V

Citrix Virtual Apps & Desktops

Microsoft 365

Job description

Atturra is seeking an enthusiastic Service Desk Analyst to provide initial technical support to end-users and clients. You will handle Level 1/2 incidents, document solutions, and escalate where needed while maintaining a focus on customer service.

On-site support at client sites will be required on a regular basis in Newcastle. The role emphasizes IT hardware/software troubleshooting, RMM tools proficiency, and a strong service mindset.