Service Desk Analyst - Transitions

Centorrino Technologies Pty Ltd.; Mackay Regional; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Training & development

Discounts & benefits

IT equipment

Team events

Job summary

Centorrino Technologies Pty Ltd. is seeking an IT Service Desk Analyst to join the Transitions team in Australia. You will provide first-level support, triage issues, and assist with documentation and knowledge base maintenance.

This role requires strong communication, customer service mindset, and the ability to manage multiple tasks in a fast-paced environment. The ideal candidate has experience in IT service desks, familiarity with ticketing systems, and a willingness to work with the team to

Qualifications

• Experience as an IT Service Desk Analyst.
• Excellent verbal and written communication; able to explain tech simply.
• Strong customer service orientation and ability under pressure.
• Ability to manage multiple tasks and prioritize effectively.
• Experience with IT service desk software and ticketing systems.
• Familiarity with networking fundamentals, SharePoint/OneDrive, and modern apps.
• Willingness to learn and collaborate with the team to develop new areas.

Responsibilities

• Handle inbound and outbound calls and emails to troubleshoot end-user issues.
• Triage tickets and escalate to senior teams as needed.
• Manage end-user accounts and devices across platforms.
• Create and update documentation and contribute to the knowledge base.
• Build rapport with users to ensure timely incident resolution.

Skills

IT Service Desk

Customer service

Communication

Problem solving

Ticketing systems

Multitasking

Networking basics

Education

IT qualification

ITIL certification

Microsoft certifications

Tools

ConnectWise

PowerShell

Ticketing software

Remote support tools

Monitoring tools

Job description

Job Description

Description

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our Transitions team in Australia.

As an IT Service Desk Analyst, you will be responsible for providing first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems.

Requirements

What you’ll do:

• Manage inbound and outbound calls and emails to investigate and resolve end user issues.
• Triage inbound calls and tickets and elevate to senior teams when necessary.
• Manage end user accounts and devices across modern platforms
• Creating, updating, and maintaining relevant client documentation in line with best practice standards and mentoring junior team members.
• Create documentation and update internal knowledge base.
• Developing strong rapport with the end user during each engagement via email and phone while ensuring a timely resolution on their incident or request.

What you’ll bring:

• Experience as an IT Service Desk Analyst
• Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms
• Strong customer service orientation and ability to work well under pressure
• Strong problem‑solving skills, with the ability to prioritize and manage multiple tasks simultaneously
• Ability to work in a fast‑paced environment and handle multiple tasks simultaneously.
• Experience with IT service desk software and ticketing systems is ideal
• A broad range of experience maintaining environments, accounts, access permissions and troubleshooting issues.
• Have some exposure to the following and a keen willingness to work with the existing team to develop and learn in areas you are not confident:
• Networking fundamentals
• Employee lifecycle and access management
• SharePoint and OneDrive management and troubleshooting
• Modern application deployment
• Printer fleet management

Desriable:

• Prior experience with ConnectWise
• Prior experience with PowerShell scripting
• Hands‑on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools.
• Confidence implementing and updating GPOs
• Completion of Microsoft based certifications
• Completion of an ITIL certification
• Relevant tertiary qualification in Information Technology

Benefits

Why You’ll Love Working Here:

Our company is more than just a workplace, it’s a hub of inspiration and creativity where employees love to work! Here’s why:

• Hybrid working with team anchor days to support collaboration
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost‑price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.