Service Desk Analyst

ABOUT THE ROLE

As a Service Desk Analyst, you'll be the first point of contact for our people, keeping them productive by resolving their day-to-day technology issues quickly and professionally. Working within a supportive Service Desk team, you'll log, triage and resolve incidents and requests, provide friendly in-person and remote support, and help build the knowledge that makes IT easier for everyone. It's a great role for someone early in their IT career who is eager to learn and takes genuine pride in customer service.

What you will be doing

• Log, categorise, prioritise and resolve incidents and service requests through our ITSM platform, escalating to Level 2 in line with SLA targets.
• Provide first-line technical support in person at our Sydney Head Office and via phone, email, chat and the service portal.
• Diagnose and resolve hardware, software, network and access issues across the environment.
• Handle user account creation, password resets, deactivations and access permissions.
• Support device provisioning, rollouts and the asset register for computers and mobile devices.
• Create and maintain knowledge base articles, FAQs and guides to promote self-service.
• Keep users updated and deliver a consistently positive support experience through empathy, patience and follow-through.

ABOUT YOU

• Based in Sydney and able to attend our Head Office twice a week at minimum.
• Around 1–2 years' experience in a service desk or IT support role.
• Knowledge of Active Directory / Entra ID and identity/SSO tools such as Okta, including MFA and password resets.
• Good understanding of Microsoft 365, including SharePoint and OneDrive.
• Experience supporting Windows 11 and macOS, plus mobile devices (iPhone and iPad).
• Familiarity with remote support tools, printing, hardware provisioning (Intune/Autopilot) and networking basics (Wi-Fi, VPN, connectivity).
• Exposure to ITSM platforms and virtual agent technologies, ideally Jira Service Management, with a working knowledge of ITIL principles.
• Excellent phone manner, communication and note-taking skills, with a can-do attitude and a genuine willingness to learn.
• A diploma or degree in IT, or equivalent hands-on experience.

WHY WORK FOR PICKLES

Since 1964, Pickles has powered trusted marketplaces that bring people together and deliver value for our customers. As Australia's leader in asset remarketing, we offer the scale, variety and momentum to help our people do meaningful work and build rewarding careers.

• Up to five extra days of leave each year and the opportunity to earn an annual bonus after a qualifying period.
• Cash vouchers and formal recognition awards.
• Study assistance for relevant courses or qualifications, with genuine career pathways available.
• Paid parental leave for primary and secondary carers.
• Referral bonuses for bringing talented people into Pickles.
• Access to our Employee Assistance Program for you and your family.

We value diversity and inclusion and encourage Aboriginal and Torres Strait Islander peoples and those from diverse backgrounds to apply.

Only suitable candidates will be contacted. Reference and criminal history checks apply. Internal applicants must have completed 6 months' probation.