Job Description
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 workplace.
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Provide first-line IT support to employees and users through phone, email, chat, and service desk channels.
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Log, categorize, prioritize, and manage incidents and service requests in the IT service management system.
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Troubleshoot hardware, software, network, account, and application-related issues.
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Assist users with password resets, account access, software installation, and system configuration.
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Monitor service desk queues and ensure tickets are resolved within agreed service levels.
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Escalate complex or unresolved incidents to appropriate second- or third-level support teams.
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Follow up on outstanding tickets and communicate progress clearly with users.
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Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
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Support user onboarding and offboarding, including account and equipment setup.
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Identify recurring incidents and contribute to root-cause analysis and service improvement initiatives.
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Maintain and update knowledge-base articles, troubleshooting guides, and support documentation.
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Follow IT security, access control, data protection, and service management policies.
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Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is preferred.
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Basic understanding of IT infrastructure, operating systems, networking,



and enterprise applications.
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Familiarity with Windows, Microsoft 365, Active Directory, and common IT support tools is preferred.
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Experience with IT service management or ticketing platforms is an advantage.
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Strong troubleshooting, analytical, and problem-solving skills.
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Excellent communication and interpersonal skills.
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Strong customer service mindset and ability to explain technical issues clearly to non-technical users.
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Good understanding of ITIL principles is preferred.
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Ability to prioritize multiple incidents and service requests in a fast-paced environment.
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Strong attention to detail and commitment to timely issue resolution.
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Ability to work independently and collaborate effectively with technical teams.
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Relevant certifications such as CompTIA A+, ITIL Foundation, Network+, or equivalent are preferred but not required.
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What We Offer
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Hands-on experience in enterprise IT service management and technical support.
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Exposure to IT infrastructure, cloud services, applications, and end-user technologies.
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Opportunity to work closely with experienced IT and service management professionals.
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Training, mentorship, and continuous professional development opportunities.
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Exposure to ITIL practices, incident management, problem management, and service improvement.
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Career progression into Senior Service Desk Analyst, IT Support Specialist, Systems Administrator, or IT Service Management roles.
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A collaborative, professional, and technology-driven working environment.
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Opportunities to contribute to service improvement and IT operational efficiency.
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Competitive compensation with performance-based incentives.
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📌 Service Desk Analyst (New South Wales)
🏢 Insurance Business Review
📍 New South Wales