Open to Australian Citizens or Permanent Residents only
Nationally recognised brand
Hybrid working | On-site parking | Sout-Eastern Region

About the job

This is a fantastic prospect for a capable, customer-focused Service Desk Analyst to join a busy national environment where quality IT support makes a real difference. You won't simply log tickets and pass them on - you'll take ownership, investigate issues, ask the right questions and drive excellent customer outcomes.

Working within a supportive IT team, you'll provide frontline support across a broad Microsoft environment, covering access, devices, applications and business-critical systems. Ideally you are eager to learn, love supporting and always looking for better ways to support customers.

About the role
Provide responsive Level 1 and 2 support, troubleshooting technical issues and appropriately triaging or escalating more complex problems.
Take genuine ownership of tickets, keeping customers informed and driving issues towards resolution rather than simply passing them on.
Support a Microsoft technology environment including Microsoft 365, Exchange, Teams, Active Directory, Entra ID and Intune.
Provide remote technical support across a geographically dispersed user base, including office and operational environments.




Assist with user onboarding and offboarding, access management, devices and other day-to-day service requests.
Contribute to a high-performing service desk by sharing knowledge, improving processes and helping reduce unnecessary escalations.

About you
Previous experience providing hands-on IT support within a structured, professional Service Desk workplace.
Strong troubleshooting capability and the confidence to investigate unfamiliar issues, ask questions and work towards a solution independently.
Hands-on experience supporting Microsoft technologies such as Microsoft 365, Exchange, Teams, Active Directory, Entra ID and/or Intune.
Excellent verbal communication and customer service skills, with the maturity to manage expectations and take accountability for the customer experience.
A proactive, self-sufficient mindset with the ability to prioritise competing requests and remain effective in a busy environment.
A collaborative, improvement-focused attitude; ITIL knowledge or training and experience within retail, warehouse or similarly distributed environments will be highly regarded.
Previous experience with PDTs and within retail roles will be a bonus

Apply Now!

📌 Service Desk Analyst Dandenong (Australia)
🏢 Emmbr
📍 Australia