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.

- 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.
- 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.
- Prospect to work closely with experienced IT and service management professionals.
- Training, mentorship, and continuous professional 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.

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📌 Service Desk Analyst (New South Wales)
🏢 Insurance Business Review
📍 New South Wales