Service Desk Analyst

Talenza; Melbourne; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Hands-on enterprise experience

Microsoft cloud exposure

Supportive team culture

Learning opportunities

Job summary

Talenza is seeking a motivated Service Desk Analyst to join our technology team in Melbourne. You will provide Level 1/1.5 support across a large user environment, resolve issues, manage service requests and assist with device deployments and user administration.

You'll troubleshoot hardware, software and access issues, escalate complex problems when needed, and help maintain documentation while delivering excellent customer service in a collaborative, enterprise setting.

Qualifications

• Qualification in IT or related discipline, or equivalent practical experience.
• Exposure to Service Desk, Helpdesk or IT support environments.
• Knowledge of Windows, Microsoft 365 and end-user devices.
• Experience with Active Directory, Entra ID or Intune is highly regarded.
• Strong communication, customer service and problem-solving skills.

Responsibilities

• Troubleshoot hardware, software and user access issues.
• Manage incidents and service requests through a ticketing system.
• Support onboarding, offboarding and device deployment activities.
• Maintain accurate documentation and knowledge base articles.
• Escalate complex issues to specialist support teams.

Skills

Communication

Customer service

Problem-solving

End-user support

Education

IT qualification or related discipline

Tools

Active Directory

Entra ID

Intune

Microsoft 365

Job description

We're seeking a motivated Service Desk Analyst to join a collaborative technology team. Working across a large user environment, you'll provide Level 1/1.5 support, resolve technical issues, manage service requests and assist with device deployments and user administration.

Key Responsibilities

• Troubleshoot hardware, software and user access issues.
• Manage incidents and service requests through a ticketing system.
• Support onboarding, offboarding and device deployment activities.
• Maintain accurate documentation and knowledge base articles.
• Escalate complex issues to specialist support teams.

Skills & Experience

• Qualification in IT or related discipline, or equivalent practical experience.
• Exposure to Service Desk, Helpdesk or IT support environments.
• Knowledge of Windows, Microsoft 365 and end-user devices.
• Experience with Active Directory, Entra ID or Intune is highly regarded.
• Strong communication, customer service and problem-solving skills.

What's on Offer?

• Hands-on experience in a large enterprise environment.
• Exposure to Microsoft cloud and endpoint technologies.
• Supportive team culture with ongoing learning opportunities.
• Excellent pathway into EUC, Infrastructure and Systems Administration careers.