Job Description

JOB TITLE: Service Desk Analyst
n JOB LOCATION: Melbourne, VIC (Hybrid after a week of training)
n JOB DURATION: Contract - 28/09/2026 to 17/12/2026

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We are seeking a Service Desk Analyst to join a technical support team providing front-line software, hardware and network support to customers in a professional service environment.

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Working as part of a 5-10 person team, you will be responsible for diagnosing technical issues, resolving incidents where possible, communicating clearly with customers, and ensuring unresolved matters are appropriately escalated and tracked through to resolution.

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Key Responsibilities

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- Provide first-line technical support for software, hardware and network-related issues.
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- Respond to cases raised by customers, operations teams and automated ticketing systems.
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- Diagnose issues and implement appropriate solutions or provide guidance to customers.
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- Maintain ownership of customer issues through to resolution, escalation or handover.
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- Work within agreed Service Level Agreement (SLA) response and resolution timeframes.
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- Keep service desk cases updated daily and in line with customer requirements.
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- Escalate unresolved incidents through the appropriate channels in a timely manner.
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- Follow documented incident resolution, escalation and change management procedures.
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- Communicate professionally with customers and keep them informed throughout the resolution process.
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- Understand and consider the business impact of technical issues when supporting customers.
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- Create and maintain operational documentation relevant to the assigned client environment.
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- Proactively identify opportunities to improve service and support processes.
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- Complete effective handovers for cases and scheduled activities during leave or training.
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- Collaborate closely with colleagues, customers, Team Leads and Service Delivery Managers.
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- Complete required internal training and development activities.
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Skills & Experience

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- Previous experience in a Service Desk, Help Desk or Technical Support workplace.
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- Strong customer service and front-facing support experience.
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- Good understanding of computers and the broader technology environment.
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- Exposure to remote desktop support, operating systems and file systems.
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- Understanding of backup/restore, security and networking concepts.
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- Strong verbal and written communication skills.
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- Ability to troubleshoot issues methodically and follow established procedures.
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- Strong customer focus with a professional and courteous approach.
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- Ability to work effectively within a team and manage cases within agreed SLAs.
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Additional Information

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- Contract: 28 September 2026 - 17 December 2026
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- Work Pattern: Monday-Friday, variable roster can be discussed at interview/on offer
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📌 Service Desk Analyst (Victoria)
🏢 Davidson
📍 Victoria