Service Desk Analyst — Tech Support & User Experience

Pallion; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Pallion is seeking a courteous, technically capable Service Desk Analyst to deliver timely Level 1 IT support to employees across Australia and beyond. You will handle incidents via phone, email, Teams, and our ITSM system, resolving common issues and escalating complex ones to specialists.

The role is customer-facing and involves owning the user experience, with a rotating weekday shift roster and occasional after-hours on-call participation as required.

Qualifications

• 1–2 years in a Service Desk or customer-facing technical support role.
• Working knowledge of Windows, macOS, Microsoft 365 and Teams.
• Experience with ITSM platforms such as Freshservice, ServiceNow or Jira Service Management.

Responsibilities

• Provide professional and timely Level 1 IT support across phone, email, Microsoft Teams and the ITSM platform.
• Log, categorise, prioritise and manage incidents and service requests.
• Troubleshoot Windows and macOS devices, mobile devices, printers and standard peripherals.
• Support Microsoft 365, Microsoft Teams, email and common collaboration issues.
• Assist with password resets, MFA, account access and routine onboarding and offboarding requests.
• Perform initial troubleshooting for Wi‑Fi, VPN and device connectivity issues.
• Provide first-line support for meeting room technology, including displays, cameras, microphones and Microsoft Teams Rooms.
• Prepare and issue laptops, mobile devices, monitors and accessories.
• Maintain accurate asset, ticket and support documentation.
• Escalate complex technical, security, application and hardware issues with clear diagnostic information.
• Contribute to knowledge articles, user guides and continuous service improvement.

Skills

Customer service mindset

Clear communication

Troubleshooting

Prioritisation

Record-keeping

Team collaboration

Education

IT-related qualification or equivalent experience

Tools

Windows

macOS

Microsoft 365

Microsoft Teams

iOS

Android

VPN

Wi-Fi

MFA

Printers

Freshservice

ServiceNow

Jira Service Management

Job description

Pallion is seeking a courteous, technically capable Service Desk Analyst to deliver timely Level 1 IT support to employees across Australia and beyond. You will handle incidents via phone, email, Teams, and our ITSM system, resolving common issues and escalating complex ones to specialists.

The role is customer-facing and involves owning the user experience, with a rotating weekday shift roster and occasional after-hours on-call participation as required.