Service Desk Analyst

Davidson; City of Melbourne; Hybrid; AUD 60,000 - 74,000; Full time

Job summary

Davidson is seeking a Service Desk Analyst in Melbourne, VIC. The role provides front-line software, hardware and network support within a professional services environment.

You will diagnose issues, resolve incidents where possible, and escalate unresolved matters while keeping customers informed and within SLA timelines. The team size is 5-10, with a mix of collaboration and documentation duties for client environments.

Qualifications

• Previous experience in a Service Desk, Help Desk or Technical Support environment.
• Strong customer service and front-facing support experience.
• Good understanding of computers and the broader technology environment.
• Exposure to remote desktop support, operating systems and file systems.
• Understanding of backup/restore, security and networking concepts.
• Strong verbal and written communication skills.
• Ability to troubleshoot issues methodically and follow established procedures.
• Strong customer focus with a professional and courteous approach.

Responsibilities

• Provide first-line technical support for software, hardware and network-related issues.
• Respond to cases raised by customers, operations teams and automated ticketing systems.
• Diagnose issues and implement appropriate solutions or provide guidance to customers.
• Maintain ownership of customer issues through to resolution, escalation or handover.
• Work within agreed SLA response and resolution timeframes.
• Keep service desk cases updated daily and in line with customer requirements.
• Escalate unresolved incidents through the appropriate channels in a timely manner.
• Follow documented incident resolution, escalation and change management procedures.
• Communicate professionally with customers and keep them informed throughout the resolution process.
• Understand and consider the business impact of technical issues when supporting customers.
• Create and maintain operational documentation relevant to the assigned client environment.
• Proactively identify opportunities to improve service and support processes.
• Complete effective handovers for cases and scheduled activities during leave or training.
• Collaborate closely with colleagues, customers, Team Leads and Service Delivery Managers.
• Complete required internal training and development activities.

Skills

Service Desk

Customer service

Remote desktop

OS concepts

Networking basics

Troubleshooting

Team collaboration

SLA compliance

Job description

JOB TITLE: Service Desk Analyst
JOB LOCATION: Melbourne, VIC (Hybrid after a week of training)
JOB DURATION: Contract - 28/09/2026 to 17/12/2026

We are seeking a Service Desk Analyst to join a technical support team providing front-line software, hardware and network support to customers in a professional service environment.

Working as part of a 5-10 person team, you will be responsible for diagnosing technical issues, resolving incidents where possible, communicating clearly with customers, and ensuring unresolved matters are appropriately escalated and tracked through to resolution.

Key Responsibilities

• Provide first-line technical support for software, hardware and network-related issues.
• Respond to cases raised by customers, operations teams and automated ticketing systems.
• Diagnose issues and implement appropriate solutions or provide guidance to customers.
• Maintain ownership of customer issues through to resolution, escalation or handover.
• Work within agreed Service Level Agreement (SLA) response and resolution timeframes.
• Keep service desk cases updated daily and in line with customer requirements.
• Escalate unresolved incidents through the appropriate channels in a timely manner.
• Follow documented incident resolution, escalation and change management procedures.
• Communicate professionally with customers and keep them informed throughout the resolution process.
• Understand and consider the business impact of technical issues when supporting customers.
• Create and maintain operational documentation relevant to the assigned client environment.
• Proactively identify opportunities to improve service and support processes.
• Complete effective handovers for cases and scheduled activities during leave or training.
• Collaborate closely with colleagues, customers, Team Leads and Service Delivery Managers.
• Complete required internal training and development activities.

Skills & Experience

• Previous experience in a Service Desk, Help Desk or Technical Support environment.
• Strong customer service and front-facing support experience.
• Good understanding of computers and the broader technology environment.
• Exposure to remote desktop support, operating systems and file systems.
• Understanding of backup/restore, security and networking concepts.
• Strong verbal and written communication skills.
• Ability to troubleshoot issues methodically and follow established procedures.
• Strong customer focus with a professional and courteous approach.
• Ability to work effectively within a team and manage cases within agreed SLAs.

Additional Information

• Contract: 28 September 2026 - 17 December 2026
• Work Pattern: Monday-Friday, variable roster can be discussed at interview/on offer