Service Desk Analyst

Service Desk Analyst - Primary School ServicesService Desk Analyst - Primary School Services

2 days ago Be among the first 25 applicants

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us

At Centorrino Technologies (CT), we're more than just tech—we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2024-2025 and one of the Best Places to Work Medium & Large Size in Australia for 2025, with an outstanding eNPS score of 68. And we're not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our Primary School Services team in Melbourne.

As a Service Desk Analyst in the Primary School Services team, you'll provide technical support across hardware, software, networks, and cloud applications within school environments. You'll manage incidents and service requests using ITIL-aligned processes, maintain user access throughout the employee lifecycle, support projects and student rollovers, and escalate complex issues where needed.

Requirements

What you'll do:

• Provide technical support, including; resolving user queries and/or issues across all platforms and systems.
• Manage and resolve incidents and service requests using ITIL-based processes
• Troubleshoot and escalate complex issues, supporting both Level 1 and 2 tickets
• Maintain accurate records of service desk activities and contribute to continuous service improvement
• Monitor technician movements and dispatch portals accordingly in live time
• Install, configure, and maintain software and hardware, including updates and patches
• Build and maintain a strong rapport with users via email and phone, ensuring timely and effective support
• Support IT projects and yearly student rollovers
• Monitor and manage backup systems
• Update and maintain internal knowledge base by creating, updating and maintaining client documentation
• Assist with client escalations or from within Primary School Services Team
  
  

What You'll Bring

• A willingness to learn with adaptability to changes
• Ability to consistently demonstrate professional behaviour aligned with CT values and comply with all CT policies
• Excellent verbal and written communication skills, with the ability to simplify technical issues
• Strong and proven customer service orientation
• Ability to perform under pressure, to prioritise and manage multiple tasks in a fast-paced environment
• A proven ability to manage issues autonomously and deliver results with minimal supervision
• Highly proactive and results-oriented, with a strong drive to achieve goals
• Effective problem-solving skills
• Broad experience with Wintel environments with in-depth understanding of Active Directory
  
  

Desirable Skills

• Mac OSX and iOS exposure
• Understanding or skills with any MDM or third party management tools
• Experience with Microsoft 365 (Exchange Online, Security & Compliance Centre, 365 Admin Centre, Azure AD, Intune)
• Experience with Google Workspace (G Suite) administration and support
• Experience supporting the education sector and/or working with teaching staff
• Prior experience using ConnectWise
• PowerShell scripting knowledge
• Confident in implementing and managing Group Policy Objects (GPOs)
• Completed Microsoft and ITIL certifications
• Relevant tertiary qualification in Information Technology or Computer Science
  
  

Benefits

Why You'll Love Working Here:

Our Company Is More Than Just a Workplace, It's a Hub Of Inspiration And Creativity Where Employees Love To Work Here's Why

• Hybrid working (for majority of our roles) with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
  
  

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.Seniority level

• Seniority levelNot Applicable

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesIT Services and IT Consulting

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