Service Desk Analyst

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

Benefits offered by this job

Extra leave

Annual bonus

Cash vouchers

Study assistance

Paid parental leave

Referral bonuses

Employee Assistance Program

Job summary

Pickles Auctions in Sydney is seeking a Service Desk Analyst to be the first point of contact for staff, logging and resolving incidents, providing in-person and remote support from our Head Office.

You should have 1–2 years in a service desk, knowledge of Active Directory/Entra ID and Okta MFA, Microsoft 365, Windows 11 and Apple devices, and a diploma or IT degree. You will attend the Head Office twice weekly and help build knowledge for end users.

Qualifications

• Diploma or degree in IT or equivalent hands-on experience.
• 1–2 years of service desk or IT support experience.
• Experience with ITSM concepts and tools (e.g., Jira Service Management).
• Knowledge of AD/Entra ID and identity/MFA tools (Okta).
• Familiarity with Microsoft 365, SharePoint and OneDrive.
• Experience supporting Windows 11, macOS and mobile devices.

Responsibilities

• Log, categorize, prioritise and resolve incidents and service requests, escalating to Level 2 as needed.
• Provide first-line technical support in-person at the Sydney Head Office and remotely via phone, email, chat and portal.
• Diagnose and resolve hardware, software, network, and access issues.
• Manage user accounts, password resets, deactivations and access permissions.
• Assist with device provisioning, rollouts and asset register for computers and mobiles.
• Create and maintain knowledge base articles and guides to promote self-service.
• Deliver a positive support experience with empathy and follow-through.

Skills

Service desk experience

Customer service mindset

Strong communication

Problem solving

Windows 11

Education

Diploma or degree in IT

Tools

Active Directory

Entra ID

Okta

Intune/Autopilot

Microsoft 365

SharePoint/OneDrive

Jira Service Management

Job description

As a Service Desk Analyst, you'll be the first point of contact for our people, keeping them productive by resolving their day-to-day technology issues quickly and professionally. Working within a supportive Service Desk team, you'll log, triage and resolve incidents and requests, provide friendly in-person and remote support, and help build the knowledge that makes IT easier for everyone. It's a great role for someone early in their IT career who is eager to learn and takes genuine pride in customer service.

What you will be doing

• Log, categorise, prioritise and resolve incidents and service requests through our ITSM platform, escalating to Level 2 in line with SLA targets.
• Provide first-line technical support in person at our Sydney Head Office and via phone, email, chat and the service portal.
• Diagnose and resolve hardware, software, network and access issues across the environment.
• Handle user account creation, password resets, deactivations and access permissions.
• Support device provisioning, rollouts and the asset register for computers and mobile devices.
• Create and maintain knowledge base articles, FAQs and guides to promote self-service.
• Keep users updated and deliver a consistently positive support experience through empathy, patience and follow-through.

ABOUT YOU

• Based in Sydney and able to attend our Head Office twice a week at minimum.
• Around 1–2 years' experience in a service desk or IT support role.
• Knowledge of Active Directory / Entra ID and identity/SSO tools such as Okta, including MFA and password resets.
• Good understanding of Microsoft 365, including SharePoint and OneDrive.
• Experience supporting Windows 11 and macOS, plus mobile devices (iPhone and iPad).
• Familiarity with remote support tools, printing, hardware provisioning (Intune/Autopilot) and networking basics (Wi-Fi, VPN, connectivity).
• Exposure to ITSM platforms and virtual agent technologies, ideally Jira Service Management, with a working knowledge of ITIL principles.
• Excellent phone manner, communication and note-taking skills, with a can-do attitude and a genuine willingness to learn.
• A diploma or degree in IT, or equivalent hands-on experience.

WHY WORK FOR PICKLES

Since 1964, Pickles has powered trusted marketplaces that bring people together and deliver value for our customers. As Australia's leader in asset remarketing, we offer the scale, variety and momentum to help our people do meaningful work and build rewarding careers.

• Up to five extra days of leave each year and the opportunity to earn an annual bonus after a qualifying period.
• Cash vouchers and formal recognition awards.
• Study assistance for relevant courses or qualifications, with genuine career pathways available.
• Paid parental leave for primary and secondary carers.
• Referral bonuses for bringing talented people into Pickles.
• Access to our Employee Assistance Program for you and your family.

We value diversity and inclusion and encourage Aboriginal and Torres Strait Islander peoples and those from diverse backgrounds to apply.

Only suitable candidates will be contacted. Reference and criminal history checks apply. Internal applicants must have completed 6 months' probation.