Service Desk Analyst — 24/7 IT Support & Growth

Sbs Australia; Sydney; On-site; AUD 70,000 - 75,000; Full time

Job summary

SBS is seeking a Service Desk Analyst to deliver customer-focused IT support across Windows, Mac, and SBS applications. You will work within a close-knit team on a 24/7 rotating roster, supporting end-users and ensuring service levels are met. A background in ITIL processes and willingness to work after-hours is essential.

The role reports to the Technology Support Manager in SBS Technology, based in Sydney. A strong customer-service mindset and clear communication are required.

Qualifications

• Windows 10/11 and Mac OS support experience.
• Demonstrated experience in a technology support team environment (3 years preferred).
• ITIL knowledge and familiarity with ITSM processes; ITIL V3 Foundation desirable.
• Ability to work a shift rotation including after-hours support.

Responsibilities

• Provide frontline IT support across multiple channels (web, email, phone, in-person).
• Perform basic system administration tasks, security, and data integrity checks.
• Support SBS applications (Office, Windows, Office365, IBMS, Dalet) and SOE imaging.
• Collaborate with 3rd party vendors and internal teams to maintain SBS environment.

Skills

Windows 10/11 support

Mac OS support

ITIL

Shift work capable

Customer service

Tools

ServiceNow

ITSM processes

ITIL V3

Job description

SBS is seeking a Service Desk Analyst to deliver customer-focused IT support across Windows, Mac, and SBS applications. You will work within a close-knit team on a 24/7 rotating roster, supporting end-users and ensuring service levels are met. A background in ITIL processes and willingness to work after-hours is essential.

The role reports to the Technology Support Manager in SBS Technology, based in Sydney. A strong customer-service mindset and clear communication are required.