Service Desk Analyst: Hands-On IT Support & On-Site Tech

Atturra Limited

Canberra

Hybrid

AUD 65,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Career growth

Professional development

Wellbeing platform

Mental health support

Parental leave

Employee referrals

Job summary

Atturra is seeking an enthusiastic Service Desk Analyst to provide initial IT support to end-users and clients, with opportunities to step into a Desktop Engineer role and assist on-site at client sites on a regular schedule. You will diagnose, troubleshoot, and document incidents, escalate when needed, and contribute to knowledge base while delivering excellent customer service.

The role is based in Canberra/Mitchell, ACT, offering permanent, full-time work in a dynamic managed services

Qualifications

Strong knowledge of network, hardware, and software troubleshooting.
Experience with remote support tools and ticketing systems (ServiceNow, Cherwell).
Familiarity with Windows operating systems and M365.
Excellent customer service and communication skills.

Responsibilities

Respond promptly and professionally to service desk requests via phone, email, and ticketing systems.
Diagnose, troubleshoot, and resolve Level 1 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 to Level 2 or 3 teams per established protocols.
Collaborate with team members and support vendors to resolve issues swiftly.
Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
Provide on-site support as needed, either ad-hoc or as part of client engagements.