Service Desk Analyst

Add expected salary to your profile for insights The Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience. Analysts are expected to work within defined SLA timelines and follow ITIL-aligned service desk protocols. Key Responsibilities Promptly respond to, diagnose, and troubleshoot incoming service desk requests and queries via phone, self-service portal, email, remote support tools, or in-person. Accurately receive, log, and action service requests for standard IT services according to procedures and SLAs. Provide support with user onboarding and offboarding processes including access provisioning and termination. Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently. Participate in ongoing knowledge sharing and contribute new or updated knowledge articles. Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system (e.g., ServiceNow). Escalate complex or unresolved issues to Level 2 or 3 support teams, following established escalation workflows. Provide excellent customer service with a professional and empathetic approach in all interactions. Perform other duties as assigned by the Service Desk Manager or Team Lead. What will make you successful in this role? Key Selection Criteria Candidates must demonstrate advanced to native-level English proficiency (C1-C2 CEFR equivalent), with a clear, neutral accent suitable for phone-based communication. Excellent listening and verbal skills are essential. Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking, and enterprise applications. Competent in supporting end‑user environments and working within a structured IT support framework (e.g., NOC/Service Desk). Familiarity with the ITIL framework and service management best practices. Demonstrated problem‑solving and analytical skills, with a methodical and customer‑focused approach. Ability to manage stakeholder expectations and build strong working relationships. Clear, confident communication skills suited to working with a broad range of users, including executives. Flexible and adaptable in fast‑paced and evolving support environments. Required Selection Criteria Certifications: Microsoft Fundamental Range (e.g., MS-900, AZ-900, SC-900) Microsoft Mid-Level (e.g., AZ-104) Experience: 2 years prior experience in a Service Desk or Network Operations Centre (NOC), preferably in a business‑to‑business environment. Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions. Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded. Why is this an exciting opportunity? Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way. The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as‑a‑service” providers in the market. This is your chance to make an impact. Come and join our talented and creative team of change makers to redefine the future through technology. What our people say: “We are working towards a very bright future.” “It’s a company with vision and a promising future.” Why you'll love working here Culture of possibility At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning, and smart work practices. A strong set of company values Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for. Valuable employee benefits Employee benefits, recognition, and wellbeing platform Career growth via succession planning, internal promotions, and mentorship opportunities Ongoing investment in professional development through industry and technology certifications, and study assistance Mental health support through our Employee Assistance Program Support for family and caring responsibilities, including paid parental leave Employee referral program, with monetary incentives offered Commitment to supporting Australia's veterans Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs' Veteran Employment Commitment (VEC) and is committed to supporting Australia's veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us. What our people say: “Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.” How to apply Recruitment Agencies/Headhunters: We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring‑related queries. To become an official supplier, send an expression of interest via Atturra is committed to addressing the digital skills gap and advocating for diversity and inclusion. We encourage applications from all individuals, regardless of Veteran or service status, gender, LGBTQI+ identity, ethnicity, religion, physical ability, or age. #J-18808-Ljbffr