? We're Hiring: Service Desk Analyst

? Employment Type: Full-Time

? Level: Entry-Level to Mid-Level

We are seeking a customer-focused, proactive, and technically skilled Service Desk Analyst to join our IT support team. This role is ideal for individuals who are passionate about delivering exceptional technical support, resolving IT issues, and ensuring a seamless user experience across the organization.

The ideal candidate has strong troubleshooting abilities, excellent communication skills, and a commitment to providing high-quality customer service.

? Key Responsibilities

• Provide first-level technical support for hardware, software, network, and system-related issues.

• Respond to and resolve service requests and incidents via phone, email, chat, or ticketing systems.

• Diagnose, troubleshoot, and resolve IT issues in a timely and skilled manner.

• Escalate complex technical issues to appropriate support teams when necessary.

• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.

• Create, update, and maintain user accounts, permissions, and system access.

• Document incidents, resolutions, and knowledge base articles accurately.

• Monitor service desk queues and ensure tickets are resolved within established SLAs.

• Collaborate with infrastructure, application, and cybersecurity teams to resolve technical issues.

• Support software deployments, system upgrades, and IT projects as required.

• Deliver excellent customer service while promoting continuous improvement in IT support processes.

✅ Requirements

• Experience in IT support, help desk, service desk, or technical support is preferred.





• Strong knowledge of Windows operating systems, Microsoft 365, and common business applications.

• Basic understanding of networking concepts, Active Directory, and user account management.

• Familiarity with ITSM and ticketing tools such as ServiceNow, Jira Service Management, Zendesk, or similar platforms is an advantage.

• Excellent troubleshooting, analytical, and problem-solving skills.

• Strong communication and interpersonal skills with a customer-first mindset.

• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.

• Knowledge of ITIL principles or ITIL Foundation certification is an advantage.

• Willingness to learn new technologies and continuously develop technical skills.

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

? What We Offer

• Competitive salary with performance-based incentives.

• Opportunities to work with modern IT infrastructure and enterprise technologies.

• Career progression into System Administrator, Network Engineer, IT Support Lead, or IT Service Management roles.

• A collaborative, supportive, and technology-driven work environment.

• Ongoing technical training, mentorship, and certification support.

• Comprehensive employee benefits and recognition programs.

? Ready to provide exceptional IT support and make a difference?

Send us your CV and LinkedIn profile. We look forward to welcoming dedicated IT professionals to our growing team.

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📌 Service Desk Analyst (Sydney)
🏢 MediaCell MANAGE
📍 Sydney