Service Desk Analyst

Full time, permanent employment

Hours of work: 40 hrs (Australia shift)

Work Week: Monday to Friday

Work location: Work from home (device provided)

Benefits: 15 Annual Leave, 10 Sick Leave, Public Holidays (AUS), Health Insurance (HMO for 1 Principal + 1 Dependent)

UnicornXemployment is powered by Enable Our Team from Inform Group Inc. in the Philippines.

About UnicornX

UnicornX is a proudly Australian-owned professional services company with a growing presence across Sydney, Melbourne, Adelaide, and the Philippines. We specialise in delivering high-impact IT services that help organisations optimise, modernise, and secure their technology environments.

Our expertise spans Strategy, Policy, Commercials, and Governance, with a strong foundation in Project Management, Business Analysis, Technical Services, and Security & Identity. What truly sets us apart is our ability to move seamlessly from strategy to execution—not only shaping the solution but also providing the skilled team to deliver it.

At UnicornX, you'll be part of a collaborative, forward-thinking environment where your contributions matter and your growth is supported. If you're committed to delivering accuracy, efficiency, and excellence in every aspect of payroll and finance, we'd love to hear from you.

About the Role

Join our team as a Service Desk Analyst, providing frontline IT support for one of Australia's most established providers of industrial and safety supplies. With a legacy spanning more than 140 years, this organisation supports businesses nationwide by delivering essential products, services, and solutions that keep worksites safe, productive, and efficient.

In this critical role, you'll be the first line of technical support for our business users and stakeholders. Your expertise will help thousands of employees stay productive, ensuring smooth day-to-day operations across the business.

If you're passionate about technology, pride yourself on solving problems, and enjoy helping others succeed, this is your chance to make an impact with one of Australia's most trusted brands.

What You'll Do

Daily Support and Operations

• Respond to incoming technical support requests via phone and ticketing system in a professional and courteous manner.
• Log, prioritize, track, and resolve helpdesk requests using our IT Service Management tool.
• Maintain accurate user and system documentation and contribute to the internal knowledge base.
• Guide users through problem-solving steps, offer helpful tips, and perform follow-ups to ensure full resolution.
• Escalate complex issues to the relevant teams while keeping users informed.
• Participate in the on-call support roster for critical business issues.

Service Excellence

• Ensure timely resolution of incidents and service requests in line with agreed SLAs.
• Monitor and manage service desk metrics, including call resolution rate and customer satisfaction.
• Work closely with internal teams to maintain excellent user experience and service continuity.

What We're Looking For

Required Skills & Experience

• Strong understanding of ITIL principles (ITIL Foundation v3 certification is a plus)
• Hands-on experience with Microsoft Office 365 and Windows 11
• Proficiency with ITSM tools (ServiceNow preferred)
• Knowledge of hardware, OS environment, and IT diagnostic tools
• Excellent communication, documentation, and customer service skills
• Ability to manage competing priorities in a fast-paced environment

Nice to Have

• Experience supporting HR and/or ERP systems
• Exposure to Microsoft Dynamics (Customer Engagement and FinOps)
• Background in distribution or similar business environment