Service Desk Analyst

Atturra; Newcastle City Council; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Career growth

Mentorship

Parental leave

Employee referral program

Mental health support

Professional certifications

Job summary

Atturra is seeking an enthusiastic Service Desk Analyst in Newcastle to provide initial technical support to end-users and clients. You will handle Level 1/2 incidents, document solutions, and escalate where needed, with on-site support for client engagements as required.

As the first contact for technical assistance, you will deliver timely resolutions, maintain a high level of customer service, and contribute to knowledge base content. Collaboration with vendors and teams is essential.

Qualifications

• 5+ years in an MSP, IT helpdesk, or customer‑facing technical environment.
• Bachelor’s degree in information technology, Computer Science, or a related field.
• Vendor certifications (e.g., Microsoft Associate level Certifications, ITIL Foundation) are highly desirable.

Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, chat and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1/2 incidents and requests related to hardware, software, network, and other technical issues.
• Accurately document all user interactions, solutions, and outcomes within the ticketing system.
• Escalate complex issues in accordance with established escalation protocols.
• Collaborate with team members and support vendors to resolve issues swiftly and effectively.
• Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
• Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
• Provide on-site support as needed, either on an ad-hoc basis or as part of regular client engagements.

Skills

Hardware troubleshooting

Windows/macOS

Remote support

VMware/Hyper‑V

Microsoft 365 & cloud

Networking basics

Communication

Problem solving

Education

Bachelor's degree in Information Technology

Tools

Screen Connect

Automate

TeamViewer

Job description

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We are looking for an enthusiastic and experienced Service Desk Analyst (Australian Citizen required) ready to advance their career. In this role, you will provide initial technical support to end-users and clients and can step into the role of a Desktop Engineer, assisting with face-to-face support at client sites on a regular schedule. You will be responsible for troubleshooting, resolving, and escalating IT-related issues across various systems, ensuring top-tier service and support. As the first point of contact for technical assistance, you will focus on timely issue resolution and delivering excellent customer service.

Key Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, chat and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1/Level 2 incidents and requests related to hardware, software, network, and other technical issues.
• Accurately document all user interactions, solutions, and outcomes within the ticketing system.
• Escalate complex issues in accordance with established escalation protocols.
• Collaborate with team members and support vendors to resolve issues swiftly and effectively.
• Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
• Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
• Provide on-site support as needed, either on an ad-hoc basis or as part of regular client engagements.

Working Conditions and requirements

• Location Newcastle (Onsite role):
• Permanent, Full-Time

What will make you successful in this role

• 1. Technical Expertise
  • Core Systems: Strong foundational knowledge of hardware troubleshooting, operating systems (Windows/macOS), and enterprise software applications.
  • Remote Tools & RMM: Hands‑on experience with remote support and RMM suites, specifically Screen Connect, Automate, and TeamViewer.
  • Virtualization & Remote Access: Experience managing and troubleshooting Virtual Machines (VMs) (e.g., VMware, Hyper‑V) and enterprise virtualization platforms such as Citrix Virtual Apps and Desktops.
  • Microsoft Administration (Hybrid & Cloud): Familiarity with administering and troubleshooting Microsoft 365, cloud environments, and hybrid infrastructure components (e.g., user provisioning, access management, and cloud directory services).
  • Networking & Wi‑Fi: Foundational networking concepts (TCP/IP, DNS, DHCP, VPNs) and experience troubleshooting office/enterprise Wi‑Fi solutions.
• 2. Customer Service & Communication
  • Exceptional verbal and written communication skills with the ability to build rapport quickly over phone, chat, and email.
  • A deeply empathetic approach to end‑user frustration, guiding non‑technical users smoothly through troubleshooting steps.
• 3. Analytical & Critical Thinking
  • Proven problem‑solving capabilities backed by strong critical thinking skills to objectively evaluate complex symptoms, separate root causes from surface errors, and navigate unfamiliar, multi‑tenant technical environments.
• 4. Team Collaboration
  • A strong collaborative mindset, eager to share knowledge, support peers during high‑volume periods, and actively contribute to team‑wide goals.

Desirable Attributes

• 5+ years of experience in an MSP, IT helpdesk, or customer‑facing technical environment.
• Education: Bachelor’s degree in information technology, Computer Science, or a related field.
• Certifications: Vendor certifications (e.g., Microsoft Associate level Certifications, ITIL Foundation) are highly desirable, reflecting commitment to professional development and technical expertise.

Why is this an exciting opportunity

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. We currently have 1300+ professionals working across Australia, New Zealand, Singapore, Hong Kong, and USA who are using innovation to lead the way. The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent "as-a-service" providers in the market. This is your chance to make an impact. Come and join our talented and creative team of change makers to redefine the future through technology.

What our people say

We are working towards a very bright future.

It's a company with vision and a promising future.

Why you'll love working here

Culture of possibility At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning, and smart work practices.

A strong set of company values

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits

• Employee benefits, recognition, and wellbeing platform
• Career growth via succession planning, internal promotions, and mentorship opportunities
• Ongoing investment in professional development through industry and technology certifications, and study assistance
• Mental health support through our Employee Assistance Program
• Support for family and caring responsibilities, including paid parental leave
• Employee referral program, with monetary incentives offered

Commitment to Diversity, Equity, and Inclusion

At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

Supporting Australia's veterans

We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans' Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia's veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.

What our people say

Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.