Job Title: Service Desk Analyst (x3)

Location

Eastern Suburbs | Hybrid/On-site

Employment Type

Full-Time

About the Role

We are seeking three motivated and customer-focused Service Desk Analysts to join our IT Service Delivery team, supporting a large enterprise retail environment. As the first point of contact for IT support, you will play a critical role in ensuring our stores, support centres, and corporate users receive timely and effective technical assistance.

This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer service while maintaining high service standards.

Key Responsibilities

- Provide Level 1 and Level 1.5 technical support via phone, email, chat, and service management tools.
- Log, categorise, prioritise, and manage incidents and service requests in accordance with ITIL best practices.
- Troubleshoot hardware, software, network, and application issues across retail stores and corporate environments.
- Support Microsoft Windows, Microsoft 365, Active Directory, Exchange Online, Teams, VPN, printers, mobile devices, and standard business applications.
- Perform password resets, account provisioning, and user administration.
- Escalate unresolved issues to Level 2 or specialist support teams with appropriate documentation.
- Monitor ticket queues to ensure SLA compliance and timely resolution.
- Maintain accurate knowledge base articles and technical documentation.
- Assist with onboarding, offboarding, and equipment provisioning.
- Support retail technology including POS systems, payment devices, handheld scanners, and store infrastructure where applicable.
- Participate in after-hours support and rostered shifts as required.

Skills & Experience

Essential

- 1 - 2 years' experience in an IT Service Desk or Help Desk setting.
- Strong troubleshooting and diagnostic skills.
- Experience supporting Microsoft Windows 10/11.




- Experience with Microsoft 365 and Azure Active Directory/Entra ID.
- Knowledge of Active Directory user and group administration.
- Experience using ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or ManageEngine.
- Excellent verbal and written communication skills.
- Strong customer service focus with the ability to communicate technical concepts to non-technical users.
- Ability to prioritise workload and manage multiple incidents simultaneously.
- Experience working within SLA-driven environments.

Desirable

- Experience supporting enterprise retail environments.
- Knowledge of POS systems and retail technology.
- Familiarity with Intune, Autopilot, SCCM, or endpoint management solutions.
- Basic networking knowledge (DNS, DHCP, TCP/IP, Wi-Fi).
- Exposure to Azure, MFA, Conditional Access, and identity management.
- ITIL Foundation certification.
- CompTIA A+, Network+, or Microsoft certifications.

What You'll Bring

- A proactive, positive attitude and a genuine passion for customer service.
- Strong analytical and problem-solving skills.
- Ability to remain calm under pressure during major incidents.
- Excellent attention to detail.
- A collaborative approach and willingness to learn.
- Professionalism and accountability in every interaction.

What We Offer

- Opportunity to work for a leading enterprise retail organisation.
- Modern technology environment.
- Ongoing training and career development.
- Supportive and collaborative team culture.
- Access to industry-leading tools and technologies.
- Employee benefits and wellbeing initiatives.
- Competitive salary package.

Why Join Us?

You’ll become part of a high-performing IT team that supports thousands of users across stores, distribution centres, and corporate offices. Every day brings new challenges and opportunities to develop your technical skills while making a real impact on business operations.

If you’re passionate about technology, customer service, and delivering outstanding support in a dynamic enterprise retail environment, we’d love to hear from you.

#J-18808-Ljbffr

📌 Service Desk Analysts (Melbourne)
🏢 seek.com.au
📍 Melbourne