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 setting 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 opportunities 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 environment.
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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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- Strong 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 great IT support means owning problems rather than passing them on, I want to hear from you.

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📌 Service Desk Analyst (Dandenong)
🏢 Emmbr
📍 Dandenong