Service Desk Analyst & Desktop Engineer Path

Atturra Limited; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Mental health support

Paid parental leave

Employee referral program

Job summary

Atturra Limited is seeking an enthusiastic Service Desk Analyst to provide initial technical support to end-users and clients, with opportunities to advance to Desktop Engineer for on-site client engagements. You will troubleshoot, resolve, and escalate IT‑related issues across hardware, software, and networks while delivering outstanding customer service.

In this permanent, full-time role, you’ll work across Windows/macOS, RMM tools, and virtualization platforms, and collaborate with vendors.

Qualifications

• 5+ years of experience in an MSP, IT helpdesk, or customer‑facing technical environment.
• Bachelor’s degree in information technology, Computer Science, or a related field.
• Vendor certifications such as Microsoft Associate level or ITIL Foundation are highly desirable.

Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, chat and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1/Level 2 incidents and requests related to hardware, software, network, and other technical issues.
• Accurately document all user interactions, solutions, and outcomes within the ticketing system.
• Escalate complex issues per escalation protocols.
• Collaborate with team members and vendors to resolve issues quickly.
• Contribute to knowledge base by documenting solutions and procedures.
• Assist with onboarding and offboarding processes, including user accounts and access management.
• Provide on-site support as needed.

Skills

Hardware troubleshooting

Windows/macOS

RMM tools

Screen Connect

Automate

TeamViewer

VMware

Hyper-V

Citrix Virtual Apps

Microsoft 365

Cloud environments

Hybrid infrastructure

TCP/IP

DNS

DHCP

VPNs

Customer service

Communication

Problem solving

On-site support

Education

Bachelor’s degree in information technology

Bachelor’s degree in Computer Science or related field

Tools

Screen Connect

Automate

TeamViewer

VMware

Hyper-V

Citrix Virtual Apps and Desktops

Microsoft 365

Job description

Atturra Limited is seeking an enthusiastic Service Desk Analyst to provide initial technical support to end-users and clients, with opportunities to advance to Desktop Engineer for on-site client engagements. You will troubleshoot, resolve, and escalate IT‑related issues across hardware, software, and networks while delivering outstanding customer service.

In this permanent, full-time role, you’ll work across Windows/macOS, RMM tools, and virtualization platforms, and collaborate with vendors.