Service Desk Analyst

2 weeks ago

Wollongong City Council, Australia Capgemini Full time

Job Description

You'll be working within a varied, complex role with one of Capgemini's valued customers onsite in Port Kembla, NSW, working with an accomplished team in a collaborative atmosphere.

As a Service Desk Analyst (Level 1), you will:

  • Act as the first point of contact for IT-related issues by handling inbound calls and tickets from end users
  • Triage and log incidents, resolving where possible or escalating to the appropriate technical teams
  • Work as part of a collaborative team of 5–10 service desk agents, supporting Capgemini's customers across a range of software, hardware, and network issues
  • Diagnose technical problems and implement appropriate solutions
  • Communicate clearly and professionally with end users to provide timely and empathetic support
  • Deliver first-level support for desktops, applications, user access, and basic infrastructure services
  • Help support device setup and onboarding tasks for new users
  • Document repeatable fixes, troubleshooting procedures, and workflow updates to support knowledge sharing
  • Participate in daily team meetings, contribute to collaborative problem-solving, and maintain accurate timesheet records
  • Stay engaged with internal training, shadow senior service desk agents, and continually build your technical skills
  • Ensure all tickets are logged with clear and detailed information, following established escalation procedures and ITIL-aligned processes

Required Skills & Experience

We're looking for someone motivated, eager to learn, and who has a solid foundation in IT, whether through education, training, or prior experience.

While previous experience with a Service Desk or technical support is highly regarded, it's not essential. If you've worked in an IT-related role, recently completed IT studies, or are looking to build your career in support, we'd love to hear from you.

Ideally, you'll bring:

  • A strong interest in technology and a desire to grow in an IT support environment
  • Excellent verbal and written communication skills, with a customer-first approach
  • Experience in customer-service roles (tech-related or not)
  • Willingness to work in a shift-based environment as needed
  • Basic understanding of technical troubleshooting and problem-solving
  • Exposure to IT environments such as desktop support, helpdesk or general IT operations
  • Familiarity with ticketing systems (e.g., ServiceNow) is a plus
  • General understanding of desktop, application, or infrastructure support is helpful
  • Ability to work in a team-based environment

What You'll Love About Working Here

  • You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
  • We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
  • At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
  • We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.
#J-18808-Ljbffr

  • Service Desk Analyst

    3 weeks ago

    City of Canning, Australia Service Stream Full time

    time left to apply End Date: September 11, 2025 (28 days left to apply)job requisition id JR-115714Primary LocationPrimary LocationWA - WelshpoolJob Description SummaryNew opportunities in Melbourne VIC and Welshpool WAAbout the RoleWe have new opportunities available to join us at Service Stream as a Service Desk Analyst. This is a great platform for...

  • Service Desk Analyst

    5 days ago

    Melbourne City Centre, Australia HAYS Full time

    Service Desk Analyst | Healthcare Industry | Fast Growing Organisation | South-Eastern Suburbs **Your new company** Work with a well established Healthcare organisation, as they grow their Service Desk team! Based in Melbourne's, South Eastern Suburbs, our client offer a hybrid working model where they can enjoy collaborating in the office 3 days per week....

  • IT Service Desk Analyst

    6 days ago

    Melbourne City Centre, Australia HAYS Full time

    IT Service Desk Analyst job available at a global FMCG organisation | Permanent | Richmond | ASAP **Your new company** A global FMCG organisation requires an IT Service Desk Analyst for a permanent opportunity commencing immediately, to be based onsite in Richmond. The company promotes a collaborative and supportive work environment, offering exposure to...

  • Service Desk Analyst

    20 hours ago

    Melbourne City Centre, Australia Level Crossing Removal Project Full time

    Join us and be part of Victoria's Big Build, working within the award-winning Level Crossing Removal Project. We've already removed some of Victoria's most dangerous level crossings, and we're not stopping any time soon with work to last us until at least 2030. There has never been a better time to get amongst the action! About the role With innovation at...

  • Service Desk Analyst

    5 days ago

    Melbourne City Centre, Australia Talent International Full time

    **Job Details**: **Location** Melbourne CBD **Salary** Negotiable **Job Type** Full Time **Ref** BBBH96965_1671483857 **Contact** Donal McCann **Posted** about 10 hours ago - CBD Location - Hybrid working Arrangement - Level 1 and 2 Support - Windows Environment This Government agency is seeking for a Service Desk Analyst who will be responsible...

  • Service Desk Analyst

    6 days ago

    Melbourne City Centre, Australia HAYS Full time

    Entry level / Junior Permanent position Growth Opportunity Stability and Great Salary. **Your new company** You will be joining an industry leader on food importer In Australia. based in the Melbourne CBD, working on exciting and innovative projects. Take the next step in your IT career by joining a unique, supportive, and collaborative team who are driven...

  • Service Desk Analyst

    5 days ago

    Melbourne City Centre, Australia Department of Treasury & Finance Full time

    2-year fixed term, full time opportunity available - Join a high performing, diverse and collaborative team - VPS3 salary $72,751 - $88,336 plus superannuation About us The Department of Treasury and Finance provides economic, financial and resource management advice to help the Victorian Government deliver its policies. We strive for excellence in...

  • Service Desk Analyst

    4 days ago

    Melbourne City Centre, Australia HAYS Full time

    Windows OS | Active Directory | M365 **Your new company** Great opportunity with a local government client based in the south-eastern suburbs. **Your new role** **Role and responsibilities**: - As a first point of contact, effectively manage all customer requests through to completion, through the provision of proactive client communications, regular...

  • Service Desk Analyst

    2 weeks ago

    Logan City, Australia PCYC Queensland Full time

    **What we can offer** - In addition to your remuneration, enjoy generous not-for-profit salary packaging benefits of up to $18,550 per annum tax free. This will allow you to take home more of your income before it is taxed! - Free PCYC Gym Membership - 15% discount on PCYC services such as Fun Squad, Gymnastics and Little n Active - Flexible work options may...

  • Service Desk Team Leader

    2 weeks ago

    City Of Parramatta Council, Australia HD IT Full time

    HD IT Parramatta, New South Wales, Australia Join or sign in to find your next job Join to apply for the Service Desk Team Leader role at HD ITHD IT Parramatta, New South Wales, Australia2 days ago Be among the first 25 applicants Join to apply for the Service Desk Team Leader role at HD ITGet AI-powered advice on this job and more exclusive features.This...