Service Desk Analyst

Salary: $40 – $48 per hour

Duco Manges Services is an evolving force in the Australia and New Zealand tech landscape, specialising in Managed IT Services and Enterprise Solutions. Driven by a commitment to innovation and excellence, we’re more than just a business — we’re a team that believes in the power of technology to transform and empower. Our mission is to deliver forward-thinking, high-quality solutions that enable our clients to thrive both locally and on a global scale.

We are seeking a skilled and experienced Service Desk Analyst to join our team on a 3-month contract. This role offers a hybrid working arrangement and the opportunity to provide dedicated support to a high-profile enterprise client. Start date ASAP.

Key Responsibilities

• Act as the first point of contact for IT support requests and incidents.

• Log, troubleshoot, and resolve hardware, software, and network issues.

• Manage service requests and incidents within agreed service levels (SLAs).

• Escalate complex technical issues to appropriate support teams.

• Provide remote and onsite user support as required.

• Maintain accurate records of incidents, resolutions, and system updates.

• Communicate effectively with users and keep them informed on ticket progress.

• Support the setup, configuration, and maintenance of IT equipment and systems.

• Collaborate with technical teams and business stakeholders to achieve successful outcomes.

• Deliver a high standard of customer service while supporting day-to-day IT operations.

Qualifications

• + 3 years experience in a Service Desk, Help Desk, IT Support, or Desktop Support role.

• Strong troubleshooting skills across hardware, software, networking, and Microsoft environments.

• Experience supporting Microsoft 365 applications, including Outlook, Teams, and Office.

• Knowledge of Active Directory, user account administration, and access management.

• Familiarity with ticketing systems and IT service management processes.

• Understanding of Windows operating systems, desktop devices, and peripheral support.

• Excellent communication and customer service skills.

• Ability to prioritise tasks and manage multiple support requests effectively.

• Strong problem-solving skills and attention to detail.

• Relevant IT qualifications or certifications (e.g. Certificate IV in Information Technology, CompTIA A+, ITIL Foundation, or equivalent) highly regarded.

Duco is an equal-opportunity employer committed to fostering a diverse and inclusive workplace.

We encourage individuals from all backgrounds to apply.

We are passionate about the growth and development of our people, empowering them to reach their full potential. We move forward by supporting the growth and success of those we work with.