Job Description
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Open to Australian Citizens or Permanent Residents only
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Nationally recognised brand
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About the job
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This is a fantastic opportunity for an experienced, customer-focused Service Desk Analyst to join a busy national environment where quality IT support makes a genuine difference. You'll investigate issues, take ownership through to resolution, communicate confidently with users and know when an issue genuinely needs escalation.
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Working within a supportive IT team, you'll provide hands-on support across a broad Microsoft environment. Just as importantly, you'll contribute ideas, share knowledge and look for prospects to improve how support is delivered.
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About the role
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Provide hands-on Level 1 and Level 2 support, taking ownership of incidents and service requests through to resolution or appropriate escalation.
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Troubleshoot across Microsoft 365, Exchange, Teams, Active Directory, Entra ID, Intune and end-user technologies.
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Work within established ITSM processes, effectively prioritising tickets against impact, urgency and service expectations.
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Support user lifecycle activities including onboarding, offboarding, access, devices and day-to-day service requests.
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Deliver excellent customer communication, keeping users informed and managing expectations throughout the support process.
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Contribute to knowledge, documentation and continuous improvement to strengthen service delivery and reduce unnecessary escalations.
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About you
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Proven experience delivering Level 1 and Level 2 support within a structured, mature Service Desk or end-user support workplace.
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Strong hands-on Microsoft capability across M365 and identity, endpoint and user administration technologies.
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Practical understanding of ITIL/ITSM principles and how they apply to incident management, prioritisation, escalation and service delivery.
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Robust troubleshooting skills with the confidence to investigate unfamiliar problems independently while knowing when to ask for help.
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Exceptional customer service and communication skills, combined with genuine accountability for the user experience.
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Australian Citizens or Permanent Residents only.
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If you're technically capable, customer obsessed and believe excellent IT support means owning problems rather than passing them on, I want to hear from you.
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📌 Service Desk Analyst Melbourne (Australia)
🏢 Emmbr
📍 Australia