Service Desk Analyst

Searchability®; Adelaide; On-site; AUD 48,000 - 80,000; Full time

Benefits offered by this job

Salary up to $80K + super

Job summary

Searchability is an Adelaide-based MSP supporting clients across Australia. As a Service Desk Analyst, you will triage incoming requests across phone, email and portal and coordinate tickets to the L1/L2 teams, scheduling onsite visits as needed.

You will coordinate client onboarding from sales handover to go-live, and manage offboarding requests. Maintaining PSA and IT Glue accuracy, you will help improve service desk processes and checklists while delivering organized, dependable support.

Qualifications

• 2+ years in coordination, administration, or service desk roles.
• Experience with PSA/ticketing systems such as ConnectWise, Autotask or HaloPSA; IT Glue is a plus.
• Understanding of SLAs, ticket priorities, incidents and service requests.
• Ability to categorize common requests (M365, user accounts, devices).
• Strong Microsoft 365 skills: Outlook, Excel, Teams, Word.

Responsibilities

• Triage incoming requests across phone, email and portal.
• Assign tickets to the L1 and L2 teams and schedule onsite visits.
• Coordinate client onboarding from sales handover through go-live, and handle offboarding and user on/offboarding requests.
• Prepare SLA, ticket volume and CSAT reports, and organise client service reviews.
• Keeping PSA and IT Glue accurate is a key part of the job, and you will improve service desk processes and checklists.

Skills

Coordination

Ticketing systems

Microsoft 365

Attention to detail

Client communication

Tools

ConnectWise

Autotask

HaloPSA

IT Glue

Job description

Be the engine room of a busy MSP service desk!

• Salary up to $80K + super
• Work with an established Adelaide-based MSP supporting clients nationally

Are you super organised and the kind of person who keeps everyone on track? Do you enjoy making sure the right work gets to the right person at the right time? This is your chance to be the central coordination point of an MSP service desk, working closely with the Service Delivery Manager and the technical teams.

WHO ARE WE?

We are an Adelaide-based Managed Service Provider supporting businesses across Australia. We pride ourselves on delivering consistent, organised and memorable service to our clients.

WHAT WILL YOU BE DOING?

As our Service Desk Analyst, you’ll triage incoming requests across phone, email and portal. You’ll assign tickets to the L1 and L2 teams and schedule onsite visits. You’ll coordinate client onboarding from sales handover through to go-live, and handle offboarding and user on/offboarding requests too. You’ll prepare SLA, ticket volume and CSAT reports, and organise client service reviews. Keeping the PSA and IT Glue accurate is a key part of the job, along with improving service desk processes and checklists.

WHAT YOU NEED TO HAVE?

• 2+ years in a coordination, administration or service desk role, ideally within an MSP or IT services business
• Experience with a PSA/ticketing system such as ConnectWise, Autotask or HaloPSA, and IT Glue (highly desirable)
• An understanding of SLAs, ticket priorities, incidents and service requests
• Enough technical knowledge to categorise common requests (M365, user accounts, devices)
• Strong Microsoft 365 skills, particularly Outlook, Excel, Teams and Word
• Excellent attention to detail and a calm, professional manner with clients