Service Desk Analysts

Balance Recruitment; Melbourne; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

Balance Recruitment is seeking 2 customer-focused Service Desk Analysts to join our client's IT team in Melbourne. In this hands-on role, you’ll provide Level 1 and 2 technical support to staff across a large healthcare organisation, helping keep essential systems and services running smoothly.

You’ll work in a collaborative team that values clear communication, continuous learning and practical improvements to the support experience.

Qualifications

• 1–2 years experience providing Level 1–2 support in a busy service desk.
• ITIL certification is preferred.

Responsibilities

• Respond to service desk phone calls and support requests, aiming for timely resolution and a positive customer experience.
• Log, manage and update incidents and requests in the ITSM ticketing system, documenting actions and resolutions accurately.
• Troubleshoot Level 1 and 2 issues across Windows devices, applications, telephony and IT infrastructure.
• Recognise and upscale incidents that may affect business operations, and support major incident processes.

Skills

Customer service

Windows 10/11

Microsoft 365

Outlook

VPN

Network connectivity

PC hardware

Written/verbal communication

Time management

Education

ITIL certification

Job description

We are seeking 2 customer-focused Service Desk Analysts to join our client's IT team in Melbourne. In this hands‑on role, you’ll provide Level 1 and 2 technical support to staff across a large healthcare organisation, helping keep essential systems and services running smoothly.

You’ll work in a collaborative, service‑oriented team that values clear communication, continuous learning and practical improvements to the support experience. You will work 8 hour shifts between 7am and 5pm and be expected to work in the office twice/week, with the rest WFH. A 12 month fixed term hire is on offer

What you’ll do

• Respond to service desk phone calls and support requests, aiming for timely resolution and a positive customer experience.
• Log, manage and update incidents and requests in the ITSM ticketing system, documenting actions and resolutions accurately.
• Troubleshoot Level 1 and 2 issues across Windows devices, applications, telephony and IT infrastructure.
• Recognise and upscale incidents that may affect business operations, and support major incident processes.

What you’ll bring

• 1-2 years experience providing Level 1 and 2 support in a busy service desk environment, preferably in a large organisation with high call and ticket volumes.
• ITIL certification.
• Strong troubleshooting skills across Windows 10/11, Microsoft Office and Microsoft 365, Outlook, VPN, printers, network connectivity and PC hardware.
• Excellent phone manner and face‑to‑face customer service, with confident written and verbal communication skills.
• Strong organisation and time‑management skills, with the ability to prioritise and manage multiple tasks in a fast‑paced environment.

BCS is an equal opportunity employer who is committed to diversity and inclusion in the workplace, and applicants from all parts of the community are encouraged to apply for this role.