Job Description

The role:

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As an IT Service Desk Analyst, you'll be the first point of contact for all IT-related inquiries and issues within our vibrant and quick-paced company. You'll play a key role in ensuring the seamless operation of our IT systems, providing exceptional customer service while troubleshooting and resolving technical problems efficiently. This role is perfect for a proactive individual who enjoys problem-solving and has a passion for technology.

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You'll collaborate with various teams and departmental heads to ensure IT services meet their needs, support the setup of new users and hardware, manage software installations, and contribute to IT projects.

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Key responsibilities:

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- Providing best-in-class, high-quality support to our end users to ensure they have a great user experience.
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- Resolving incidents and service requests in line with SLAs while supporting the day-to-day operation of the Service Desk.
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- Creating and maintain knowledge base articles, training resources and internal documentation to reduce repeat issues and improve self-service.
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- Manage user accounts and access across Active Directory, Entra ID and Microsoft 365, supporting seamless onboarding and offboarding processes.
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- Maintain IT assets and coordinate the deployment, maintenance and management of equipment.
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What we are looking for from you:

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- Experience working on a service desk within an ITSM or ticketing system, providing first-line support for end users.
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- Excellent written and verbal communication skills,



with the ability to explain technical concepts to users with varying levels of IT knowledge.
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- Experience troubleshooting Windows 11 and Microsoft 365 apps (Teams, Exchange/Outlook, SharePoint/OneDrive).
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- Exposure to endpoint management tools such as Intune and Windows Autopilot, and a basic understanding of TCP/IP networking.
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- Experience supporting Microsoft Azure services and cloud-based infrastructure in a Microsoft-centric environment.
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- Experience collaborating with colleagues across different locations and time zones within a global organisation.
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- A proactive approach to identifying recurring issues and suggesting improvements to processes, documentation and user experience.
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We recognize that job adverts are often a wish list, and no candidate can have equal experience in every desired skill, however if you think you would be a good fit for Inside Travel Group and this role.

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What you get in return:

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- 25 days (5 weeks) of annual leave, rising by one day each year to a maximum of 28 days.
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- An extra day off on your birthday.
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- Hybrid & flexible working arrangements.
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- Discounts on Inside Japan and Inside Asia travel for yourself, family and friends.
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- Employee Assistance Program.
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- Volunteering leave.
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- Company funded Learning and Education Assistance Program.
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- Annual discretionary bonus linked to individual and company performance.
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- 6 weeks paid parental leave (on top of statutory entitlements), regardless of gender.
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📌 IT Service Desk Analyst (Queensland)
🏢 Inside Travel Group | B Corp™
📍 Queensland