Service Desk Analyst

PentenAmio Pty; Canberra; On-site; AUD 65,000 - 78,000; Full time

Benefits offered by this job

On-site parking

Additional leave provisions

Career development

Job summary

PentenAmio Pty in Canberra is seeking a Service Desk Analyst to provide frontline IT support for multiple clients. The role is in-office with a rotating shift, requiring availability for a 12-hour roster including weekends and public holidays.

You will handle incidents and service requests, perform routine ITSM tasks, and escalate complex issues. The position supports mission-critical outcomes with on-site parking and additional leave provisions.

Qualifications

• Experience providing front-line IT support to clients and end-users.
• Strong customer service focus with professional communication.
• Ability to prioritize and manage multiple tickets efficiently.

Responsibilities

• Respond to service requests and incidents with timely, accurate resolution.
• Perform routine BAU ITSM activities and ticket updates.
• Escalate non-routine issues per documented processes and SLAs.
• Maintain courteous interactions and ensure clear ticket handling across clients.

Skills

Front-line IT support

Customer service

Communication

Tools

ITSM platforms

Ticketing systems

Job description

The Service Desk Analyst provides consistent, high-quality front-line technical support for clients and end-users. Operating under general supervision, this role is responsible for responding to service requests and incidents, performing routine BAU IT service management (ITSM) activities, and escalating non-routine issues in line with documented processes. The Analyst uses standard diagnostic tools and ITSM platforms to resolve or elevate issues, ensuring accurate ticket handling and courteous customer interactions. This role plays a vital part in delivering a reliable and responsive support experience across multiple clients.

This is an in-office role with a rotating shift schedule. The successful candidate must be available to work a 12-hour shift (from 7:00am to 7:00pm Canberra Time) on a rostered basis, including weekends and Public Holidays. Additional information

• Enjoy our benefits - additional leave provisions and free on-site parking
• Develop your career while supporting mission-critical national security outcomes
• Join a high-performing cyber resilience and managed services team