Service Desk Analyst - Customer-Focused IT Support

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

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.