Service Desk Analyst - Level 1

Aurec; Melbourne; Hybrid; AUD 63,000 - 77,000; Full time

Benefits offered by this job

Hybrid working

Mentoring from IT leaders

Career progression opportunities

Modern Melbourne CBD offices

Job summary

Aurec partners with a well established global organisation in the health care sector to recruit a Service Desk Analyst for their Melbourne Technology team. Ideal for someone with 1–2 years' IT support experience who enjoys troubleshooting and delivering strong customer service in a path toward infrastructure and end-user support.

You will work with experienced IT professionals, supporting a large national user base and gaining exposure to modern technologies while using Freshservice and other

Qualifications

• Around 1–2 years in a Service Desk or desktop support role.
• Experience with Windows 10/11 environments.
• Familiar with Microsoft 365, Outlook and Active Directory.
• Excellent written and verbal communication.

Responsibilities

• Provide Level 1 desktop and Service Desk support via phone, email, ticketing system, and in person.
• Log, prioritise, and manage incidents and service requests in Freshservice or similar system.
• Assist with user onboarding and offboarding, including account creation and access management.
• Administer user accounts in Active Directory and Microsoft 365.
• Troubleshoot Windows, Office apps, email, hardware and basic network issues.
• Set up and maintain laptops, monitors, printers and other end-user devices.
• Escalate complex issues to senior engineers when required.
• Assist with system monitoring and routine operational checks.

Skills

Customer service

Troubleshooting

Team player

Communication

Tools

Freshservice

ServiceNow

Zendesk

Jira

Job description

• Melbourne CBD
• $70,000 + Super
• Permanent Full-Time
• Hybrid Working Available

ROLE OVERVIEW

We're partnering with a well established global organisation operating within the health care sector. Due to continued growth, they're looking for an Service Desk Analyst to join their Melbourne based Technology team.

This role is ideal for someone with around 1-2 years of IT support experience who enjoys troubleshooting technical issues, delivering great customer service, and building a long term career in infrastructure and end user support.

You'll work closely with experienced IT professionals in a collaborative environment, gaining exposure to modern technologies while supporting a large national user base.

WHAT YOU'LL BE DOING

• Providing Level 1 desktop and Service Desk support via phone, email, ticketing system, and face-to-face interactions
• Logging, prioritising, and managing incidents and service requests through Freshservice
• Supporting user onboarding and offboarding activities, including account creation and access management
• Administering user accounts in Active Directory and Microsoft 365
• Troubleshooting Windows, Office applications, email, hardware, and basic network connectivity issues
• Setting up and maintaining laptops, monitors, printers, and other end-user devices
• Escalating complex issues to senior engineers and infrastructure teams when required
• Assisting with system monitoring and routine operational checks

MORE ABOUT YOU

• Around 1-2 years' experience in a Service Desk, Help Desk, Desktop Support, or customer focused IT support roles
• Experience supporting Windows 10/11 environments
• Exposure to Microsoft 365, Outlook, and Active Directory
• Experience working with ticketing systems such as Freshservice, ServiceNow, Zendesk, or Jira
• Strong troubleshooting and problem solving skills
• Excellent written and verbal communication abilities
• A positive, team oriented attitude and willingness to learn

Essential Requirements

• Australian Citizen or Permanent Resident
• Ability to obtain a satisfactory National Police Check

What's In It For You?

• Ongoing mentoring from experienced IT leaders
• Exposure to enterprise technologies including Microsoft 365, Citrix, Intune, and endpoint management tools
• Clear career progression opportunities within a larger technology function
• Hybrid working flexibility
• Modern Melbourne CBD offices close to public transport
• Stable, long term permanent employment with a globally recognised organisation