Service Desk Analyst

Be the engine room of a busy MSP service desk!

- Salary up to $80K + super
- Adelaide, SA
- Work with an established Adelaide-based MSP supporting clients nationally
- For further information please call Jack on 0485 858 848 or email [email protected] with your CV directly

Are you super organised and the kind of person who keeps everyone on track? Do you enjoy making sure the right work gets to the right person at the right time? This is your chance to be the central coordination point of an MSP service desk, working closely with the Service Delivery Manager and the technical teams. WHO ARE WE?

We are an Adelaide-based Managed Service Provider supporting businesses across Australia. We pride ourselves on delivering consistent, organised and memorable service to our clients.

WHAT WILL YOU BE DOING?

As our Service Desk Analyst, you’ll triage incoming requests across phone, email and portal. You’ll assign tickets to the L1 and L2 teams and schedule onsite visits. You’ll coordinate client onboarding from sales handover through to go-live, and handle offboarding and user on/offboarding requests too.

You’ll prepare SLA, ticket volume and CSAT reports, and organise client service reviews. Keeping the PSA and IT Glue accurate is a key part of the job, along with improving service desk processes and checklists.





WHAT YOU NEED TO HAVE?

- 2+ years in a coordination, administration or service desk role, ideally within an MSP or IT services business
- Experience with a PSA/ticketing system such as ConnectWise, Autotask or HaloPSA, and IT Glue (highly desirable)
- An understanding of SLAs, ticket priorities, incidents and service requests
- Enough technical knowledge to categorise common requests (M365, user accounts, devices)
- Strong Microsoft 365 skills, particularly Outlook, Excel, Teams and Word
- Excellent attention to detail and a calm, qualified manner with clients

TO APPLY… Please either apply online or email me directly at [email protected]. For further information, call me on 0485 858 848. I’m available from 7am until 10pm to suit your schedule.

If unavailable, leave a message and either myself or one of my colleagues will respond. By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only. Please also feel free to connect with me on LinkedIn by searching for Jack Ford.

KEY SKILLS:

Service Coordinator / Service Desk / MSP / PSA / ConnectWise / Autotask / HaloPSA / IT Glue / Ticket Triage / Client Onboarding / SLA Reporting

📌 Service Desk Analyst (Adelaide)
🏢 Searchability®
📍 Adelaide