Service Desk Analyst — Onsite IT Support & Troubleshooting

Atturra; Newcastle City Council; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Career growth

Mentorship

Parental leave

Employee referral program

Mental health support

Professional certifications

Job summary

Atturra is seeking an enthusiastic Service Desk Analyst in Newcastle to provide initial technical support to end-users and clients. You will handle Level 1/2 incidents, document solutions, and escalate where needed, with on-site support for client engagements as required.

As the first contact for technical assistance, you will deliver timely resolutions, maintain a high level of customer service, and contribute to knowledge base content. Collaboration with vendors and teams is essential.

Qualifications

• 5+ years in an MSP, IT helpdesk, or customer‑facing technical environment.
• Bachelor’s degree in information technology, Computer Science, or a related field.
• Vendor certifications (e.g., Microsoft Associate level Certifications, ITIL Foundation) are highly desirable.

Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, chat and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1/2 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 in accordance with established escalation protocols.
• Collaborate with team members and support vendors to resolve issues swiftly and effectively.
• 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 on an ad-hoc basis or as part of regular client engagements.

Skills

Hardware troubleshooting

Windows/macOS

Remote support

VMware/Hyper‑V

Microsoft 365 & cloud

Networking basics

Communication

Problem solving

Education

Bachelor's degree in Information Technology

Tools

Screen Connect

Automate

TeamViewer

Job description

Atturra is seeking an enthusiastic Service Desk Analyst in Newcastle to provide initial technical support to end-users and clients. You will handle Level 1/2 incidents, document solutions, and escalate where needed, with on-site support for client engagements as required.

As the first contact for technical assistance, you will deliver timely resolutions, maintain a high level of customer service, and contribute to knowledge base content. Collaboration with vendors and teams is essential.