Service Desk Analyst - On-Site IT Support (Sydney)

Hanover Insurance Group, Inc.; Sydney; On-site; AUD 34,000 - 44,000; Full time

Benefits offered by this job

20% off Dental treatments

Employee Assistance Program (EAP) - 24

Fitness Passport

Private health insurance discounts

Job summary

ForHealth is seeking a Service Desk Analyst based in our Leichhardt, Sydney office to deliver friendly technical support to employees and health practitioners. You’ll be the first point of contact for IT queries, handling a range of systems with a calm, customer-focused approach.

You will diagnose hardware and software issues, log tickets, provide remote assistance, create knowledge articles, and escalate complex problems to senior technicians.

Qualifications

• Technologically savvy with a willingness to learn.
• Available for rotating shifts 7am–8pm Mon–Fri and 8am–1pm Sat.
• On-site role based in Leichhardt, Sydney.
• Must have Australian citizenship or permanent residency with unrestricted work rights.

Responsibilities

• Respond to IT support requests in a friendly, professional, and timely manner.
• Diagnose and resolve common hardware, software, and application issues.
• Log, update, and manage tickets within the service desk system.
• Provide remote support and guide users through solutions step by step.
• Create and update documentation and knowledge base articles.
• Provide clear information and escalate more complex issues to senior technicians.
• Follow up with users to ensure issues are fully resolved.

Skills

Customer service

Technical support

Ticketing systems

Remote assistance

Job description

ForHealth is seeking a Service Desk Analyst based in our Leichhardt, Sydney office to deliver friendly technical support to employees and health practitioners. You’ll be the first point of contact for IT queries, handling a range of systems with a calm, customer-focused approach.

You will diagnose hardware and software issues, log tickets, provide remote assistance, create knowledge articles, and escalate complex problems to senior technicians.