Service Desk Analyst

Hudson; Adelaide; On-site; AUD 65,000 - 78,000; Full time

Job summary

Hudson Global, Inc. is seeking multiple experienced Service Desk Analysts to join a busy IT support team within a large education environment in Adelaide. You will deliver Level 1 and Level 2 support to a diverse user base and ensure timely resolution of technology issues.

This 40-hour-per-week role requires a Diploma in IT and at least two years’ service desk experience. You will work onsite at least three days per week, adhere to SLAs and KPIs, and provide clear guidance to users with varying

Qualifications

• Diploma in IT with at least two years' subsequent relevant work experience.
• Experience in an IT Service Desk or technical support environment.
• Ability to translate technical information into clear guidance for non-technical users.

Responsibilities

• Provide Level 1 and Level 2 technical support across a broad range of IT systems, applications and devices.
• Diagnose, troubleshoot and resolve hardware, software and connectivity issues.
• Respond to incidents and service requests, ensuring timely resolution in line with SLAs and KPIs.
• Provide clear and effective technical guidance to users with varying levels of IT knowledge.
• Escalate complex technical issues where required.
• Maintain accurate records of incidents, service requests and resolutions.
• Manage competing priorities and workloads while maintaining a strong customer service focus.
• Work collaboratively with the wider IT team to ensure a consistent and reliable support service.

Skills

IT Service Desk

Technical support

Customer service

Communication skills

SLAs KPIs

ITIL knowledge

Education

Diploma in IT

Job description

We are seeking multiple experienced Service Desk Analysts to join a busy IT support team within a large education environment.

With an increase in demand expected ahead of Semester 1, these roles will provide first and second-level technical support to a diverse user base, helping ensure technology issues are resolved efficiently and users receive a high level of customer service.

This is a great opportunity for service desk professionals who enjoy troubleshooting, working in a fast-paced environment and providing hands-on support across a broad range of IT systems and applications.

Key Responsibilities

• Provide Level 1 and Level 2 technical support across a broad range of IT systems, applications and devices.
• Diagnose, troubleshoot and resolve hardware, software and connectivity issues.
• Respond to incidents and service requests, ensuring timely resolution in line with agreed SLAs and KPIs.
• Provide clear and effective technical guidance to users with varying levels of IT knowledge.
• Escalate complex technical issues where required.
• Maintain accurate records of incidents, service requests and resolutions.
• Manage competing priorities and workloads while maintaining a strong customer service focus.
• Work collaboratively with the wider IT team to ensure a consistent and reliable support service.

Skills & Experience

• At least 2 years' relevant experience in an IT Service Desk or technical support environment.
• Proven experience troubleshooting and resolving Level 1 and Level 2 technical issues.
• Broad knowledge of IT hardware, software, applications and end-user devices.
• Strong customer service skills and the ability to communicate technical information to non-technical users.
• Excellent verbal and written communication skills.
• Ability to work independently, manage competing priorities and meet deadlines.
• Experience working within an IT service management environment, with an understanding of SLAs, KPIs and service standards.

Qualifications

• Diploma in IT with at least two years' subsequent relevant work experience, or an equivalent combination of relevant experience, education and training.

Desirable

• Previous experience supporting users within a university or higher education environment.
• ITIL certification or practical knowledge of ITIL service management principles.

Additional Detail

• Standard 40-hour working week (8 hours per day).
• Minimum 3 days per week onsite, as agreed with the hiring manager.
• Candidates must provide their own laptop.
• Weekly timesheet submission required.
• A mandatory shutdown period applies during December and January, with dates to be confirmed.

Diversity, Equity & Inclusion at Hudson

Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen

Casual Loading

Please note for all Australian based contract and temporary roles only, the pay rate is inclusive ofmandatory 25% casual loading. This excludes permanent and fixed term roles.

Due to current Victorian labour hire licence restrictions, Hudson is not advertising, offering or accepting applications for contract, temporary or labour hire roles that are based in Victoria or otherwise connected to Victoria. This includes contract, temporary or labour hire roles where the candidate resides in Victoria, even if the role is based in another state. These restrictions do not apply to permanent or fixed term employment opportunities.