Service Desk Analyst

IT Service Desk Analyst – Entry Level

12 month fixed terms

Location: Melbourne | Brisbane | Perth

Organisation:

• We're partnering with a leading global professional services organisation to recruit an enthusiastic IT Service Desk Analyst to join their national Technology team.
• This is an excellent opportunity for an early-career IT professional looking to build their career within a large enterprise environment.
• You'll join a collaborative Service Desk team, supporting employees across the business while gaining exposure to enterprise technologies, IT Service Management best practices and clear career development opportunities.

Responsibilities:

• As the first point of contact for internal technology support, you'll be responsible for delivering an exceptional customer experience while resolving a broad range of IT incidents and service requests.
• Provide first-line technical support across hardware, software and Microsoft technologies
• Log, manage and resolve incidents and service requests using ServiceNow
• Troubleshoot desktops, laptops, mobile devices and business applications
• Escalate complex technical issues to specialist support teams where required.
• Maintain accurate documentation and knowledge articles.
• Work within an ITIL Service Management framework, ensuring incidents and requests are managed in line with best practice.
• Deliver excellent customer service while supporting users across multiple office locations.
• Contribute to continual improvement initiatives within the Service Desk function.

Experience

• This role would suit someone with 1–2 years' experience in a corporate IT environment, or an ambitious IT graduate who has already gained commercial experience through an internship, placement or Service Desk role.
• 1–2 years' experience within an IT Service Desk, Desktop Support or IT Support environment.
• A qualification in Information Technology, Computer Science or a related discipline.
• Hands-on experience using ServiceNow.
• Working knowledge of the ITIL framework and IT Service Management principles.
• Strong communication and customer service skills.
• Excellent problem-solving ability with a proactive, can-do attitude.
• A genuine passion for technology and a desire to continue learning and developing your career.

What's on Offer

• Join a global organisation with a strong investment in technology.
• Excellent mentoring, training and career progression opportunities.
• Exposure to enterprise-scale technology and IT Service Management practices.
• Collaborative and supportive team culture.

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