? We’re Hiring: Service Desk Analyst

? Employment Type: Full-Time

? Level: Entry-Level to Mid-Level

We are seeking a customer-focused, technically skilled, and proactive Service Desk Analyst to provide high-quality IT support and ensure the smooth operation of technology services across the organization. This role is ideal for individuals who enjoy troubleshooting technical issues, supporting users, and working in a fast-paced IT service environment.

? Key Responsibilities

• Provide first-line IT support to employees and users through phone, email, chat, and service desk channels.

• Log, categorize, prioritize, and manage incidents and service requests in the IT service management system.

• Troubleshoot hardware, software, network, account, and application-related issues.

• Assist users with password resets, account access, software installation, and system configuration.

• Monitor service desk queues and ensure tickets are resolved within agreed service levels.

• Escalate complex or unresolved incidents to appropriate second- or third-level support teams.

• Follow up on outstanding tickets and communicate progress clearly with users.

• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.

• Support user onboarding and offboarding, including account and equipment setup.

• Identify recurring incidents and contribute to root-cause analysis and service improvement initiatives.

• Maintain and update knowledge-base articles, troubleshooting guides, and support documentation.

• Follow IT security, access control, data protection, and service management policies.

✅ Requirements

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





• Basic understanding of IT infrastructure, operating systems, networking, and enterprise applications.

• Familiarity with Windows, Microsoft 365, Active Directory, and common IT support tools is preferred.

• Experience with IT service management or ticketing platforms is an advantage.

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

• Excellent communication and interpersonal skills.

• Strong customer service mindset and ability to explain technical issues clearly to non-technical users.

• Good understanding of ITIL principles is preferred.

• Ability to prioritize multiple incidents and service requests in a fast-paced environment.

• Strong attention to detail and commitment to timely issue resolution.

• Ability to work independently and collaborate effectively with technical teams.

• Relevant certifications such as CompTIA A+, ITIL Foundation, Network+, or equivalent are preferred but not required.

? What We Offer

• Hands-on experience in enterprise IT service management and technical support.

• Exposure to IT infrastructure, cloud services, applications, and end-user technologies.

• Opportunity to work closely with experienced IT and service management professionals.

• Training, mentorship, and continuous career development opportunities.

• Exposure to ITIL practices, incident management, problem management, and service improvement.

• Career progression into Senior Service Desk Analyst, IT Support Specialist, Systems Administrator, or IT Service Management roles.

- A collaborative, professional, and technology-driven working environment.
- Opportunities to contribute to service improvement and IT operational efficiency.

- • Competitive compensation with performance-based incentives.

📌 Service Desk Analyst (Sydney)
🏢 Insurance Business Review
📍 Sydney