Service Desk Analyst

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

Benefits offered by this job

Competitive salary

Supportive culture

Birthday leave

Wellbeing leave

Career pathways

Challenging work

Job summary

efex, based in Sydney, is seeking a Service Desk Analyst to support clients and ensure IT systems run smoothly. This full-time, on-site role offers daily variety and direct client interaction.

You will provide high-quality IT support, troubleshoot issues across technologies, and manage service requests through Salesforce. You’ll work with Active Directory, Microsoft 365, Azure and VOIP, applying security best practices while collaborating with colleagues to deliver seamless service.

Qualifications

• Previous MSP or internal IT experience.
• Strong customer service and client-facing skills.
• Workstation troubleshooting experience.
• Experience with Active Directory and Microsoft 365.
• Knowledge of backup and recovery processes.
• Familiar with remote monitoring and management tools.
• Experience with servers, switches, routers, firewalls, and storage.
• Understanding of Azure and VOIP solutions.
• Eager to learn and adapt to new technologies.
• Excellent communication abilities.

Responsibilities

• Provide high-quality IT support and exceptional customer service.
• Troubleshoot and resolve client issues across technologies.
• Manage service requests and incidents through Salesforce.
• Maintain accurate ticket notes, timesheets, and documentation.
• Apply security best practices across implementations.
• Collaborate with colleagues to deliver seamless service.

Skills

Customer service

Communication skills

Problem-solving

Team collaboration

Tools

Salesforce

Active Directory

Microsoft 365

Azure

VOIP solutions

Backup and recovery tools

Remote monitoring tools

Job description

Ready to take the next step in your IT career? At efex, no two days are the same. You’ll work across a variety of client environments, get hands-on with cutting-edge technologies, and be backed by a down-to-earth team that genuinely wants you to succeed.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers. We deliver right-suited solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.

Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first, both our clients and our team.

The Role

As a Service Desk Analyst, you will play a key role in supporting our clients and ensuring their IT systems run smoothly. This is a full-time role based in Sydney, offering plenty of variety and client interaction.

You Will

• Provide high-quality IT support and exceptional customer service


• Troubleshoot and resolve client issues across a range of technologies


• Manage service requests and incidents through Salesforce


• Maintain accurate ticket notes, timesheets, and documentation


• Apply security best practices across implementations


• Work collaboratively with colleagues to deliver seamless service

About You

You’ll thrive in this role if you have:

• Previous MSP or internal IT experience


• Strong customer service and client-facing skills

A Solid Background In

• Workstation trouble shooting


• Active Directory and Microsoft 365 support


• Backup and recovery processes


• Remote monitoring and management tools


• Servers, switches, routers, firewalls, and storage


• Azure and VOIP solutions

And Personally, You’ll Bring

• A desire to keep learning and stay across new technologies


• A friendly, positive approach to client service


• Excellent communication skills


• The ability to work in a fast-paced environment while staying organised

What We Offer

• Competitive salary: based on skills and experience


• Supportive, down-to-earth culture: collaboration and respect are at the core of our team


• Birthday leave: celebrate your day, on us


• Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing


• Career pathways: choose the direction that suits you best, whether that’s advancing your technical expertise, stepping into project work, or moving towards leadership opportunities as they arise


• Challenging, rewarding work: every day brings variety with new clients, problems, and technologies to solve

Why Join efex?

This is more than just a helpdesk role; it’s an opportunity to grow with one of Australia’s fastest-growing MSPs. You’ll gain exposure to diverse environments and cutting-edge technologies while being supported every step of the way.

Please note: all shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.