Senior Service Desk Analyst

Atturra Limited; Canberra; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Career growth

Professional development

Wellbeing platform

Mental health support

Parental leave

Employee referrals

Job summary

Atturra is seeking an enthusiastic Service Desk Analyst to provide initial IT support to end-users and clients, with opportunities to step into a Desktop Engineer role and assist on-site at client sites on a regular schedule. You will diagnose, troubleshoot, and document incidents, escalate when needed, and contribute to knowledge base while delivering excellent customer service.

The role is based in Canberra/Mitchell, ACT, offering permanent, full-time work in a dynamic managed services

Qualifications

• Strong knowledge of network, hardware, and software troubleshooting.
• Experience with remote support tools and ticketing systems (ServiceNow, Cherwell).
• Familiarity with Windows operating systems and M365.
• Excellent customer service and communication skills.

Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1 incidents and requests related to hardware, software, network, and other technical issues.
• Accurately document all user interactions, solutions, and outcomes within the ticketing system.
• Escalate complex issues to Level 2 or 3 teams per established protocols.
• Collaborate with team members and support vendors to resolve issues swiftly.
• Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
• Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
• Provide on-site support as needed, either ad-hoc or as part of client engagements.

Skills

Network troubleshooting

Hardware troubleshooting

Software troubleshooting

Remote support

Ticketing systems

Windows OS

M365

Customer service

Analytical thinking

Team collaboration

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Cherwell

Airwatch

Intune

Entra

Active Directory

Microsoft Mailbox Management

Job description

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Location: Canberra, Australian Capital Territory, AU, 2600

What you’ll be doing

We are looking for an enthusiastic and experienced Service Desk Analyst ready to advance their career. In this role, you will provide initial technical support to end-users and clients, and also have the opportunity to step into the role of a Desktop Engineer, assisting with face-to-face support at client sites on a regular schedule.

You will be responsible for troubleshooting, resolving, and escalating IT-related issues across various systems, ensuring top-tier service and support. As the first point of contact for technical assistance, you will focus on timely issue resolution and delivering excellent customer service.

Key Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1 incidents and requests related to hardware, software, network, and other technical issues.
• Accurately document all user interactions, solutions, and outcomes within the ticketing system.
• Escalate complex issues to Level 2 or 3 teams in accordance with established protocols.
• Collaborate with team members and support vendors to resolve issues swiftly and effectively.
• Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
• Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
• Provide on-site support as needed, either on an ad-hoc basis or as part of regular client engagements.

Working Conditions

• Location: Mitchell, ACT with the ability to work on other sites as directed
• Employment Type: Permanent, Full-Time
• Clearance: Australian Citizen and ability to acquire an NV1 security clearance would be an advantage.

What will make you successful in this role?

• Technical Expertise: Strong knowledge of network, hardware, and software troubleshooting, with experience in remote support tools and ticketing systems (e.g., ServiceNow, Cherwell). Familiarity with Windows Operating Systems and M365 is highly desirable.
• Customer Service: Ability to communicate effectively and empathetically with non-technical users.
• Analytical Thinking: Proven problem-solving skills and the ability to troubleshoot issues logically.
• Team Collaboration: A collaborative mindset and a willingness to work with colleagues to achieve shared goals.
• Attitude: A positive attitude with a desire to help the team succeed and achieve targets. Due to the dynamic nature of a Service Desk the ability to be flexible and desire to ensure continued operations is a must have trait.

Desirable Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications: Vendor certifications (e.g., Microsoft Certified Fundamentals, CompTIA A+, ITIL Foundation) are highly desirable, reflecting a commitment to professional development and technical expertise.
• Tools: Experience/Exposure to Airwatch (MDM), Intune (MDM), Entra, Apple Product Management (iPhone/iPad), Active Directory, Microsoft Mailbox Management is highly desirable.

Why is this an exciting opportunity?

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.

We currently have 1300+ professionals working across Australia, New Zealand, Singapore,Hong Kong, and USAwho are using innovation to lead the way.

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as-a-service” providers in the market.

What our people say

“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”

Why you’ll love working here

Culture of possibility

At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

A strong set of company values

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits

• Career growth via succession planning, internal mobility programs, and mentorship opportunities.
• Ongoing investment in professional development through industry certifications.
• Employee benefits, recognition, and wellbeing platform.
• Mental health support through our Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral program, with monetary incentives offered.
  

Commitment to supporting Australia’s veterans

Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs’ Veteran Employment Commitment (VEC) and is committed to supporting Australia’s veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.

We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring-related queries. To become an official supplier, send an expression of interest via [e-mail].

Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and Inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.