Senior Service Desk Analyst

Please note you need to obtain satisfactory AFP National Police Check certificate pre-employment

Esri Australia is the exclusive local distributor of Esri's world-leading Geographic Information System (GIS) software and a key member of the Boustead Geospatial Group (BGG)—the largest network of ArcGIS specialists outside the United States.

Our cutting-edge geospatial technology is transforming the way we work, live, and interact with the world, helping shape a better future. As we continue to grow and evolve, we're looking for exceptional talent to drive our mission forward.

About the Role

We're looking for a proactive and collaborative team player to step into a key role within our IT support team. As the Senior Service Desk Analyst, you'll act as the go-to escalation point for the Service Desk and help ensure the team stays aligned with business priorities. You'll play a hands-on role in delivering excellent support, guiding others, and helping drive continuous improvement across the function.

Here's what a typical day will look like:

Act as the main escalation point for technical issues, customer complaints, and SLA risks within the Service Desk team.

Oversee daily team priorities to ensure SLAs are met and governance processes are followed.

Triage and allocate service desk requests appropriately, ensuring accurate categorisation and timely resolution.

Lead onboarding and training of new team members to maintain high service standards.

Drive continuous improvement through ITIL-aligned practices, SOP reviews, and process optimisation.

Coordinate vendor requests, hardware procurement, and support seamless user onboarding.

Support cybersecurity and ISMS audit tasks, ensuring compliance and timely completion.

About You

To be successful you will need to bring along:

Tertiary qualification in an associated business discipline (Information Technology, Computer Science etc).

Excellent customer service, interpersonal, and communication skills — able to support users across all levels with varying technical knowledge.

Proven troubleshooting, fault diagnosis, and problem-solving ability.

Hands-on experience with Microsoft 365 applications (Teams, SharePoint, Office Suite) and a strong interest in IT systems, hardware, and Microsoft services.

Familiarity with ITSM tools and ITIL-aligned service desk principles (ITIL 4 Foundations certification highly regarded).

Strong attention to detail, follow-through, and ability to prioritise tasks in a dynamic environment.

Demonstrated commitment to continuous learning and contributing to a positive, collaborative team environment.

You must hold current permanent and full-time working rights in Australia.

Attitude and behaviour align with Esri Australia's core values.

Why Esri Australia

At Esri Australia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being.Joining us, you will be provided with:

EmpoweredFlexibility: We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first two weeks to ensure a comprehensive onboarding experience before agreeing to a hybrid model.

Investment in your Growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.

Career Advancement: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.

Appreciation and Engagement: Enjoy a range of benefits, including Paid Parental Leave, Employee Reward Gateway, Salary Continuance Insurance, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.

Performance Recognition: Experience a financially rewardingProfit Share Bonus.

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note that Esri Australia does not accept unsolicited resumes from recruiters or employment agencies.

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What can I earn as a Service Desk Analyst