Service Desk Analyst (Level 1) – Managed Services

About Us

At Mangano IT, we design, deliver, and support progressive technology solutions that help Australian businesses thrive.

We're a Microsoft-focused Managed Service Provider with a reputation for solving complex problems while keeping things human. Our team is collaborative, values-driven, and deeply committed to our clients' success. We're large enough to offer stability and cutting-edge projects, yet small enough for every team member to have a voice and make an impact.

The Role

We're looking for an experienced Service Desk Analyst who can resolve Level 1 requests and incidents efficiently, with minimal supervision, from day one.

Your day will be a mix of working through a ticket queue and getting out to client sites for deskside support — so you'll need to be just as comfortable troubleshooting in person as you are at a desk.

You'll bring solid technical foundations and sound judgement, know when to solve and when to escalate, and take ownership of your ticket queue without needing to be micromanaged.

What You'll Be Doing

• Owning and resolving a queue of Level 1 tickets, prioritising effectively and meeting SLAs

• Diagnosing and resolving common requests and incidents across Windows, Microsoft 365, and end-user devices, using documented procedures, automations, and your own experience

• Using automation tools to action routine requests such as account updates, access changes, and user administration — and flagging opportunities to improve or extend existing automations

• Regularly attending onsite client visits to provide hands-on deskside support

• Escalating to Level 2 and Level 3 engineers with clear, well-documented context when an issue is outside L1 scope

• Keeping tickets accurate and up to date, with notes that a colleague could pick up and understand immediately

• Spotting patterns in recurring issues and contributing to documentation, process improvements, or automation ideas

What You'll Bring

• At least 2-3 years' experience in a service desk or IT support role, working independently on Level 1 tickets

• Confident troubleshooting across:

  • Windows operating systems

  • Microsoft 365 (Outlook, Teams, OneDrive, Entra ID/basic admin)

  • Core networking, user, and device fundamentals (DNS, DHCP, printers, permissions)

• Comfort working within ticketing systems and meeting SLA targets in a queue-based environment

• Strong communication skills and a customer-first mindset, especially when explaining technical issues to non-technical users

• Sound judgement on when to resolve, when to escalate, and when to ask for a second opinion

• A proactive approach to documentation, process, and using (or improving) automation

Nice to have: Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 (Microsoft 365 Fundamentals), or equivalent hands-on experience in a Microsoft-stack environment.

Why You'll Love Working Here

🌱 Backed, not micromanaged — You're trusted to own your queue, supported by senior engineers when you need them
🧠 Built on good process — Strong documentation, automation, and a team that shares knowledge rather than hoards it
🚀 A real path to Level 2 and beyond — Structured progression for analysts who want to keep growing
🔧 Real tools, real stack — Automation platforms, the Microsoft ecosystem, and regular onsite client work
🤝 People-first culture — We care about our clients and our team in equal measure

Our values guide how we work every day: Progressive, Effective, Accountable, Steadfast.

This Role Is Perfect for You If…

• You've got 2-3+ years of service desk experience and are ready to work a ticket queue with autonomy

• You're comfortable splitting your time between the desk and client sites

• You take pride in clean, well-documented ticket work and clear escalations

• You're looking for a genuine next step toward Level 2

Ready to Apply?

If you're an experienced Service Desk Analyst looking for a role where you're trusted, supported, and given real ownership — we'd love to hear from you.

Apply now and bring your experience to Mangano IT.

Add code MITSDA26 to the bottom of your resume in your application.