Service Desk Analyst

Pallion; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Pallion, Australasia's leading precious metals group, is seeking a friendly Service Desk Analyst to provide responsive Level 1 IT support to employees in Sydney. As the first point of contact for incidents and service requests, you will troubleshoot, log, and route issues via phone, email, Teams and the ITSM platform.

This hands-on, customer-focused role covers rotating weekday shifts with occasional after-hours on-call.

Qualifications

• 1–2 years of experience in a Service Desk or customer-facing technical support role
• Qualification in Information Technology or related discipline, or equivalent practical experience
• Knowledge of Windows, macOS, Microsoft 365, Teams, iOS and Android
• Basic knowledge of Wi-Fi, VPN, MFA, printers and workplace technology
• Experience with ITSM platforms such as Freshservice, ServiceNow or Jira Service Management
• Strong attention to detail and record-keeping
• Collaborative and adaptable with a willingness to learn
• Exposure to Microsoft Intune, Defender or similar endpoint platforms is advantageous
• ITIL 4 Foundation, MS-900 or AZ-900 certifications are highly regarded

Responsibilities

• Provide professional and timely Level 1 IT support across phone, email, Teams and the ITSM platform
• Log, categorise, prioritise and manage incidents and service requests
• Troubleshoot Windows and macOS devices, mobile devices, printers and peripherals
• Support Microsoft 365, Teams and email issues
• Assist with password resets, MFA, account access and onboarding/offboarding
• Perform initial troubleshooting for Wi‑Fi, VPN and device connectivity
• Provide first-line support for meeting room tech (displays, cameras, mics, Teams Rooms)
• Prepare and issue laptops, mobile devices, monitors and accessories
• Maintain accurate asset, ticket and support documentation
• Escalate complex issues with clear diagnostics
• Contribute to knowledge articles and continuous service improvement

Skills

Windows

macOS

Microsoft 365

Microsoft Teams

iOS

Android

VPN

MFA

Printer support

ITSM platforms

Freshservice

ServiceNow

Jira Service Management

ITIL 4 Foundation

MS-900

AZ-900

Intune

Defender / endpoint security

Education

Information Technology qualification or related discipline

Tools

Freshservice

ServiceNow

Jira Service Management

Windows

macOS

Job description

Join a leading Australasian precious metals group and build your IT career in a hands‑on, customer‑focused Service Desk role.

Pallion is the largest precious metal services group in Australasia and one of Australia’s top five private groups of companies. Operating across Australia, Hong Kong and mainland China, Pallion designs, manufactures and distributes precious metal products and provides services across bullion, refining and minting, casting and jewellery, fabricated metals, findings and vaulting.

The opportunity

We are seeking a friendly and technically capable Service Desk Analyst to provide responsive IT support to employees across Pallion. As the first point of contact for IT incidents and service requests, you will provide support via phone, email, Microsoft Teams and our IT service management platform. You’ll resolve common technical issues, complete routine service requests and elevate more complex matters to specialist teams.

This is a highly customer‑facing role suited to someone who enjoys troubleshooting, helping people and taking ownership of the user experience. The role works across a rotating weekday shift roster, with occasional participation in an after‑hours on‑call roster as required.

Key responsibilities

• Provide professional and timely Level 1 IT support across phone, email, Microsoft Teams and the ITSM platform.
• Log, categorise, prioritise and manage incidents and service requests.
• Troubleshoot Windows and macOS devices, mobile devices, printers and standard peripherals.
• Support Microsoft 365, Microsoft Teams, email and common collaboration issues.
• Assist with password resets, MFA, account access and routine onboarding and offboarding requests.
• Perform initial troubleshooting for Wi‑Fi, VPN and device connectivity issues.
• Provide first‑line support for meeting room technology, including displays, cameras, microphones and Microsoft Teams Rooms.
• Prepare and issue laptops, mobile devices, monitors and accessories.
• Maintain accurate asset, ticket and support documentation.
• Escalate complex technical, security, application and hardware issues with clear diagnostic information.
• Contribute to knowledge articles, user guides and continuous service improvement.

About you

You’ll bring a strong customer service mindset, clear communication skills and a logical approach to troubleshooting. You’re comfortable supporting non‑technical users, following documented processes and managing competing priorities in a fast‑paced support environment.

Ideally, you will have:

• Approximately 1-2 years’ experience in a Service Desk, Help Desk or customer‑facing technical support role.
• A qualification in Information Technology, Information Systems or a related discipline, or equivalent practical experience.
• Working knowledge of Windows, macOS, Microsoft 365, Microsoft Teams, iOS and Android.
• Basic knowledge of Wi‑Fi, VPN, MFA, endpoint security, printers and workplace technology.
• Experience with an ITSM platform such as Freshservice, ServiceNow or Jira Service Management.
• Strong attention to detail, prioritisation and record‑keeping skills.
• A collaborative and adaptable approach with a willingness to learn.
• Exposure to Microsoft Intune, Microsoft Defender or similar endpoint platforms would be advantageous.
• Certifications such as ITIL 4 Foundation, Microsoft 365 Fundamentals (MS‑900) or Microsoft Azure Fundamentals (AZ‑900) would also be highly regarded.

Why join Pallion?

You’ll join a collaborative IT team supporting a diverse and established group of businesses. Pallion values excellence, trust, adaptability, innovation and respect, while investing in the development and education of its people.

Pallion is committed to providing an inclusive and respectful workplace where employment decisions are based on merit, capability and suitability for the role.