Service Desk Analyst - First-Line IT Support (Contract)

Paxus; Adelaide; On-site; AUD 60,000 - 80,000; Full time

Job summary

Paxus is seeking a Service Desk Analyst in Adelaide to provide first-level IT support to end users. You will be the primary contact for incidents and service requests, ensuring timely resolution and a strong customer experience.

The role covers Windows 365, Outlook, Teams, AD/Entra ID, and remote support tools, with a focus on SLAs, knowledge base maintenance, and ITIL practices within a collaborative team environment.

Qualifications

• Experience in a Level 1 Service Desk, IT Support, or Help Desk role.
• Knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, Active Directory/Entra ID, and remote support tools.
• Experience using ITSM tools such as ServiceNow, Jira Service Management, ManageEngine, or similar.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and meet service level agreements (SLAs).
• Understanding of ITIL processes is desirable.
• Relevant IT qualifications or certifications (e.g. ITIL Foundation, CompTIA A+, Microsoft certifications) are advantageous.

Responsibilities

• Provide Level 1 technical support via phone, email, and ticketing systems.
• Log, troubleshoot, and resolve incidents and service requests within agreed SLAs.
• Support Microsoft Windows, Microsoft 365, Outlook, Teams, and standard business applications.
• Perform user account administration, including Active Directory/Entra ID password resets, account creation, and access management.
• Troubleshoot hardware, software, printer, mobile device, and remote access issues.
• Escalate unresolved or complex incidents to Level 2 or relevant support teams.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Follow ITIL best practices for Incident, Request, Problem, and Change Management.
• Deliver exceptional customer service while managing multiple priorities in a fast-paced environment.

Skills

Level 1 support

Windows 365

Active Directory/Entra ID

ITSM tools

Troubleshooting

Communication

ITIL

IT certifications

Education

ITIL Foundation

CompTIA A+

Microsoft certifications

Tools

ServiceNow

Jira Service Management

ManageEngine

Job description

Paxus is seeking a Service Desk Analyst in Adelaide to provide first-level IT support to end users. You will be the primary contact for incidents and service requests, ensuring timely resolution and a strong customer experience.

The role covers Windows 365, Outlook, Teams, AD/Entra ID, and remote support tools, with a focus on SLAs, knowledge base maintenance, and ITIL practices within a collaborative team environment.