Service Desk Analyst

Grant Thornton; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Balance work from home

9-day fortnight

Career progression

Mental health support

Wellbeing coaching

Job summary

Grant Thornton Australia is seeking a passionate Service Desk Analyst to deliver first line IT support from our Sydney office. You will handle calls, tickets and walk-ups, investigating and resolving issues to keep fee-earning teams productive.

Join a national Service Desk within a supportive Digital team. You’ll collaborate across six offices, participate in after-hours rosters, and contribute to knowledge sharing while delivering excellent client service.

Qualifications

• Experience in first-level IT support and incident handling.
• Familiarity with Windows and Microsoft 365 environments.
• Strong communication and confidentiality in handling requests.
• Willingness to participate in rosters and after-hours support.
• Team-oriented with customer-service mindset.

Responsibilities

• First Level Support: handle calls, tickets, walk-ups and resolve incidents.
• Monitor and document progress; communicate with stakeholders.
• Identify recurring issues and assist in root-cause analysis.
• Provide flexible support within the Digital team and Firm.
• Contribute to knowledge base and share learnings with colleagues.
• Escalate complex problems to the appropriate teams.

Tools

Windows OS

Microsoft 365

Copilot

Job description

Permanent, full-time role

• Provide first line support handling calls, tickets and walk-ups
• Work with a genuine and supportive team

Grant Thornton Australia is one of Australia’s leading professional services firms, providing audit, tax, and advisory services to a diverse range of clients.

Our culture is underpinned by a commitment to our clients, people and communities, and our promise to ‘Reach for Remarkable’ by providing proven expertise, principled execution, and personalised experience.

In Australia we're proud to support the careers of more than 1,500 remarkable people. Backed by six Australian offices and a global network spanning more than 150 markets, we offer the scale, connections and opportunities to help you shape your future, wherever it takes you.

About this role

We are looking for a passionate Service Desk Analyst with great interpersonal skills to provide first line support in our national Service Desk team in our Sydney office. This role is responsible for providing operational delivery and support in the maintenance, development and deployment of computer and telecommunication systems within Grant Thornton Australia.

You will be working hands on as part of the local Sydney Digital team, supporting fee-earning professionals and all other staff nationally across our 6 offices. You will be taking the calls, tickets, walk-ups, and then investigating and resolving problems. This will be done utilising your own initiative and knowledge, as well as with the help of your colleagues in Service Desk Team and Digital Team as necessary.

Key responsibilities

• First Level Support: Handle first level calls, document and resolve incidents and requests, investigate and resolve hardware/software issues, provide technical support for client events and meetings, and participate in After Hours roster.
• Monitoring and Follow-up: Track and document progress of incidents and requests, ensure timely communication with stakeholders, and elevate when necessary.
• Whole of Firm Support: Recognize and detail recurring issues, and assist in determining root causes and addressing them appropriately.
• Service Ethic: Flexibly support the team, participate in rostering and on-call duties, and understand business consequences to ensure appropriate priority and continuous handling.
• Training and Development: Identify recurring issues for systematic approaches, contribute to the knowledge base, and present learnings to colleagues.
• Escalation and Coordination: Escalate issues within the Digital team as required and provide coordination and assistance in resolving complex problems.

Skills & experience

• A track record of working collaboratively in a team environment providing a range of assistance.
• Deeper than average familiarity with, and understanding of, Microsoft Windows, M365, Copilot.
• A deep commitment to quality and service.
• Demonstrated capacity to manage work priorities, problem solve, manage deadlines and targets, and maintain strict confidentiality.
• High level oral and written communication skills
• Curiosity for the ways systems work, the ways they go wrong, and the ways to correct them.

If you’re interested in this role but don’t feel that you match every single one of our requirements, we would still love to hear from you and explore the unique skillset and attributes that you can bring to the team.

At Grant Thornton we do things differently because we understand that when you strive for better and care about what you do remarkable things are possible. We’re a dynamic and authentic mix of backgrounds, perspectives and ways of thinking. We’re driven by our shared purpose – we care for our people, clients and communities and support them to thrive.

With us, you’ll be exposed to challenging and rewarding opportunities – building your confidence and capabilities at every step. You’ll be supported, motivated and inspired by a team of passionate and caring collaborators and leaders. You’ll be empowered to build a career path that’s tailored to you and encouraged to make a meaningful difference. And we’ll make sure the excellence you deliver and the impact you make is always seen, felt and celebrated.

Remarkable perks that put you first

• Balance work from home with collaborativeteam connection days
• First professional services firm to trial a 9-day fortnight
• Promotion opportunity | structured learning and development at all career levels
• Mental health support, financial & wellbeing coaching
• And many more!

We are committed to ensuring our recruitment process is inclusive and accessible for anyone who wishes to apply, and we warmly encourage applications from individuals from diverse backgrounds including Aboriginal and/or Torres Strait Islanders, those in the LGBTQI+ community and individuals who identify as having disability or are neurodivergent.

As we provide fair consideration and evaluation to a high volume of applications, we endeavour to provide feedback on your application at the earliest opportunity.