- Deliver exceptional first and second level support in a fast paced workplace
- Bring ITIL principles to life | genuine growth opportunities | influence improvement
- 5 days on site | Inner-East | great working environment | not-for-profit benefits

About the job

Ready to do more than simply close tickets?

This is an prospect to join a Service Desk entering an exciting period of uplift and positive change. You'll provide responsive first and second level technical support while helping improve the processes, documentation and practices behind a great customer experience.

You’ll troubleshoot a broad range of technology issues, manage incidents and requests within agreed service levels while keeping customers informed from first contact through to resolution. Just as importantly, you’ll identify recurring problems, share ideas and contribute to a more proactive, efficient and customer focused support function.

For someone who enjoys solving problems, helping people and finding better ways of working, this role offers meaningful scope to learn, develop and make an impact.

About the role

- Resolve first and second level incidents and requests across multiple support channels.
- Troubleshoot hardware,



software, network, mobile device and access related issues.
- Maintain accurate tickets and follow ITIL aligned incident, request and escalation processes.
- Deliver clear, proactive communication and consistent follow through for every customer.
- Support technology deployments, upgrades, documentation and knowledge sharing initiatives.
- Identify trends and recurring issues to improve workflows, service quality and system performance.

About you

- At least three years' experience within a Service Desk or customer facing IT support environment.
- Sound knowledge of ITIL principles, ITSM tools, SLAs and accurate ticket management.
- A genuine customer service mindset with clear, confident and audience appropriate communication.
- Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, Exchange, Intune and basic networking.
- A proactive, resilient approach with the ability to manage competing priorities.
- A continuous improvement mindset and willingness to strengthen processes, documentation and team capability.

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📌 Service Desk Analyst (Melbourne)
🏢 Emmbr
📍 Melbourne