IT Service Desk Analyst (12-Month Contract)

IT Service Desk Analyst
 
Location: Sydney Office-Based
Employment Type: 12-months Contract
Salary: $500 per day inc super

• Must be based in Sydney, with full working rights
• No sponsorship
• No relocation

We are seeking an experienced and customer-focused IT Service Desk Analyst to join a busy Digital Services team. This is an excellent opportunity for a technology professional who enjoys delivering outstanding customer support while working in a fast-paced and collaborative environment.
 
As part of the Digital Service Desk, you will play a key role in providing first-line IT support, ensuring incidents and service requests are managed efficiently, securely, and in accordance with service level agreements. You will be responsible for supporting a wide range of users while contributing to the continuous improvement of IT service delivery.
 
Key Responsibilities

• Provide first-line IT support and service desk assistance to end users.
• Manage and resolve incidents, service requests, and technical enquiries in a timely manner.
• Deliver a high-quality customer service experience while maintaining service levels and operational security.
• Support desktop, telephony, and enterprise technology environments.
• Monitor, maintain, and contribute to service desk reporting and operational processes.
• Identify risks, issues, and service improvement opportunities and escalate where appropriate.
• Ensure compliance with IT policies, procedures, and governance frameworks.
• Collaborate with colleagues and stakeholders to achieve service delivery objectives.
• Assist with knowledge sharing, training, and mentoring within the team.
• Support major incident response activities when required.

About You
 
You are a proactive and customer-oriented IT professional with excellent communication and problem-solving skills. You are comfortable working under pressure, managing competing priorities, and adapting to evolving technologies.
 
You will have

• Minimum 2-3 years' experience within an IT Service Desk or IT Support environment.
• Strong understanding of desktop support and end-user technologies.
• Experience delivering customer-focused technical support services.
• Knowledge of IT Service Management principles and frameworks, including ITIL.
• Understanding of enterprise infrastructure technologies.
• Strong troubleshooting and analytical skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience working within service level agreements (SLAs).
• Commitment to teamwork, continuous learning, and professional development.

Desirable Qualifications

• Qualification in Information Technology, Computer Science, or a related discipline.
• ITIL Foundation Certification.
• Service Desk Analyst or Service Desk Technician accreditation.
• Experience working within a multi-functional service desk or business support environment.

What else is on offer?

• Opportunity to work within a large and complex technology environment.
• Ongoing training and professional development opportunities.
• Supportive and collaborative team culture.
• Exposure to a wide range of technologies and digital services.
• A role where you can make a meaningful impact on customer experience and service delivery.

If you are passionate about technology, customer service, and delivering high-quality IT support, we would love to hear from you.
 
CVs to chloe.fearn@pra.com.au
0483 967 570