Service Desk Analyst

SCENTRE GROUP LIMITED; Sydney; On-site; AUD 60,000 - 76,000; Full time

Job summary

Scentre Group is seeking a Service Desk Analyst in Sydney to deliver Level 1/2 IT support and exceptional customer service across a dynamic technology environment. You will engage with Executive and VIP stakeholders, troubleshoot a range of hardware and software issues, and document incidents in our ITSM platform.

The role emphasizes high-quality support, proactive learning, and career growth within a technology-driven team that values discretion and stakeholder engagement.

Qualifications

• Experience providing Level 1 and Level 2 IT support.
• Strong communication and customer service skills.
• Ability to support senior leaders and VIP stakeholders with professionalism.

Responsibilities

• Provide timely Level 1 and Level 2 IT support, focusing on first-contact resolution.
• Deliver high-touch, professional support to Executive and VIP stakeholders.
• Troubleshoot hardware, software, mobile devices, AV, and collaboration tech issues.
• Log and track incidents in the IT Service Management platform.
• Collaborate with Technology teams to improve processes and service outcomes.

Skills

Level 1/2 support

Customer service

Executive/VIP stakeholder engagement

Communication

Job description

Your opportunity

Ready to take the next step in your IT career? As a Service Desk Analyst at Scentre Group, you'll provide exceptional support across a dynamic technology environment, including direct exposure to senior leaders and VIP stakeholders. You'll have the opportunity to develop your technical expertise, build valuable stakeholder management skills, and grow your career within a business that actively supports learning and progression. If you're passionate about customer service and looking for a role with genuine development opportunities, we'd love to hear from you.

Day-to-day you will be responsible for:

• Providing timely and effective Level 1 and Level 2 support, resolving incidents and service requests with a focus on first-contact resolution.
• Delivering high-touch, professional support to Executive and VIP stakeholders, ensuring a seamless technology experience.
• Troubleshooting hardware, software, mobile device, AV, and collaboration technology issues across the business.
• Managing, updating, and documenting incidents and requests through our IT Service Management platform.
• Collaborating with broader Technology teams to elevate complex issues and contribute to continuous service improvement initiatives.

What sets you apart

You are an experienced Service Desk Analyst who thrives in a customer-focused environment and enjoys solving technical problems. You bring strong communication skills, a proactive mindset, and the confidence to support senior leaders and VIP stakeholders with professionalism and discretion. Most importantly, you're looking for more than just a Service Desk role, you're seeking an opportunity to develop your capability, expand your technical knowledge, and build a long-term career within Technology.

You will be:

• Building trusted relationships through outstanding customer service and stakeholder engagement.
• Demonstrating curiosity and a growth mindset, actively seeking opportunities to learn and develop new skills.
• Taking ownership of issues through to resolution while delivering a high-quality support experience.
• Collaborating effectively with Technology teams to improve processes and service outcomes.
• Supporting a culture of continuous improvement, knowledge sharing, and operational excellence.

About us

Scentre Group owns 42 Westfield destinations across Australia and New Zealand. We create extraordinary places and experiences that connect and enrich communities.

We are focused on our customers and creating more reasons for more people to visit our Westfield destinations more often and for longer.

With approximately 75 professions within our business, our team has the expertise to design, construct, operate, manage and market our Westfield destinations and platforms.

We want to be the place where talent thrives. To support you thriving with us, we promise to respect, inspire and develop you, and that you will do work that matters.

Diversity, equity and inclusion underpins our culture, and our vision is that Everyone Belongs. We foster a workplace experience where everyone feels valued, supported and motivated to realise their full potential.

We aspire to create a workforce reflective of the communities in which we operate and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, gender identity or life stage.

We offer a range of unique benefits designed to support your wellbeing, career development and lifestyle, including five days paid Life Leave on top of your four weeks annual leave (pro-rated for part-time), 18 weeks gender neutral paid parental leave for primary carers, with no qualifying period and super paid for the duration of the leave period and free parking at your local Westfield destination.

Discover more about working with us

Applications close: 16th October 2026