Service Desk Analyst
Emmbr · Dandenong, Melbourne VIC ·
- Work mode
- Hybrid
- Employment
- Full time
- Category
- Support
- Visa sponsorship
- No
Customer-focused Level 1/2 Service Desk Analyst providing hands-on IT support in a busy national Microsoft environment — troubleshooting incidents across M365, Exchange, Teams, Active Directory, Entra ID and Intune, working within ITSM/ITIL processes, owning tickets through to resolution and contributing to documentation and service improvements.
- Open to Australian Citizens or Permanent Residents only
- Nationally recognised brand
- Hybrid working | On-site parking | Sout-Eastern Region
About the job
This is a fantastic opportunity for an experienced, customer-focused Service Desk Analyst to join a busy national environment where quality IT support makes a genuine difference. You'll investigate issues, take ownership through to resolution, communicate confidently with users and know when an issue genuinely needs escalation.
Working within a supportive IT team, you'll provide hands-on support across a broad Microsoft environment. Just as importantly, you'll contribute ideas, share knowledge and look for opportunities to improve how support is delivered.
About the role
- Provide hands-on Level 1 and Level 2 support, taking ownership of incidents and service requests through to resolution or appropriate escalation.
- Troubleshoot across Microsoft 365, Exchange, Teams, Active Directory, Entra ID, Intune and end-user technologies.
- Work within established ITSM processes, effectively prioritising tickets against impact, urgency and service expectations.
- Support user lifecycle activities including onboarding, offboarding, access, devices and day-to-day service requests.
- Deliver excellent customer communication, keeping users informed and managing expectations throughout the support process.
- Contribute to knowledge, documentation and continuous improvement to strengthen service delivery and reduce unnecessary escalations.
About you
- Proven experience delivering Level 1 and Level 2 support within a structured, mature Service Desk or end-user support environment.
- Strong hands-on Microsoft capability across M365 and identity, endpoint and user administration technologies.
- Practical understanding of ITIL/ITSM principles and how they apply to incident management, prioritisation, escalation and service delivery.
- Strong troubleshooting skills with the confidence to investigate unfamiliar problems independently while knowing when to ask for help.
- Exceptional customer service and communication skills, combined with genuine accountability for the user experience.
Australian Citizens or Permanent Residents only.
If you're technically capable, customer obsessed and believe great IT support means owning problems rather than passing them on, I want to hear from you.
Apply Now!