Service Desk Analyst (3-6 Month Contract)
About the Role
We are seeking a customer-focused Service Desk Analyst to provide first-level IT support to end users. You will be the first point of contact for technical issues, ensuring incidents and service requests are resolved efficiently while delivering an excellent customer experience.
Key Responsibilities
Provide Level 1 technical support via phone, email, and ticketing systems.
Log, troubleshoot, and resolve incidents and service requests within agreed SLAs.
Support Microsoft Windows, Microsoft 365, Outlook, Teams, and standard business applications.
Perform user account administration, including Active Directory/Entra ID password resets, account creation, and access management.
Troubleshoot hardware, software, printer, mobile device, and remote access issues.
Escalate unresolved or complex incidents to Level 2 or relevant support teams.
Maintain accurate documentation of incidents, resolutions, and knowledge articles.
Follow ITIL best practices for Incident, Request, Problem, and Change Management.
Deliver exceptional customer service while managing multiple priorities in a fast-paced setting.
Skills & Experience
Experience in a Level 1 Service Desk, IT Support, or Help Desk role.
Knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, Active Directory/Entra ID, and remote support tools.
Experience using ITSM tools such as ServiceNow, Jira Service Management,



ManageEngine, or similar.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to prioritise workload and meet service level agreements (SLAs).
Understanding of ITIL processes is desirable.
Relevant IT qualifications or certifications (e.g. ITIL Foundation, CompTIA A+, Microsoft certifications) are advantageous.
Preferred Attributes
Strong customer service and stakeholder engagement skills.
Ability to work collaboratively within a team.
Positive attitude with a willingness to learn and adapt.
High attention to detail and strong organisational skills.
Ability to remain calm and professional under pressure.
What You'll Bring
You will be a proactive IT professional with a passion for customer service and technology. You enjoy solving technical problems, communicating with users of varying technical abilities, and contributing to a collaborative service desk environment while ensuring high-quality support and continuous improvement.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
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📌 Service Desk Officer (Shepparton)
🏢 Paxus - Technology + Digital Talent
📍 Shepparton