Service Desk Analyst — IT Support & Customer Care

Pickles Auctions; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Extra leave days

Annual bonus

Cash vouchers and recognition awards

Study assistance

Paid parental leave

Referral bonuses

Employee Assistance Program

Job summary

Pickles Auctions is seeking a Service Desk Analyst to be the first point of contact for our Sydney Head Office. You will log, triage and resolve incidents, provide in-person and remote support, and contribute to knowledge bases to improve self-service.

This role suits someone early in their IT career who values excellent customer service and learning. Based in Sydney, you’ll attend the Head Office at least twice weekly and bring 1–2 years of IT service desk experience, with a diploma or degree

Qualifications

• 1–2 years in a service desk or IT support role
• Diploma or degree in IT or equivalent hands-on experience
• Experience with ITSM platforms and knowledge of ITIL principles

Responsibilities

• Log, categorise, prioritise and resolve incidents via ITSM platform
• Provide first-line support in person and remotely
• Diagnose and resolve hardware, software, network and access issues
• Handle user account creation, password resets and access permissions
• Support device provisioning, rollouts and asset register
• Create and maintain knowledge base articles and self-service
• Maintain a positive, customer-focused support experience

Skills

Active Directory/Entra ID

Microsoft 365

Windows/macOS support

ITIL / ITSM knowledge

Jira Service Management

Excellent communication

Education

IT diploma/degree or equivalent

Tools

Okta

Intune/Autopilot

SharePoint/OneDrive

Job description

Pickles Auctions is seeking a Service Desk Analyst to be the first point of contact for our Sydney Head Office. You will log, triage and resolve incidents, provide in-person and remote support, and contribute to knowledge bases to improve self-service.

This role suits someone early in their IT career who values excellent customer service and learning. Based in Sydney, you’ll attend the Head Office at least twice weekly and bring 1–2 years of IT service desk experience, with a diploma or degree