Service Desk Analyst

2 weeks ago

Sydney, New South Wales, Australia Atturra Full time

Atturra Millers Point, New South Wales, Australia

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What You'll Be Doing

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.

Key Responsibilities
  • Promptly respond to, diagnose and troubleshoot incoming service desk requests and queries via phone, email, remote support, or walk-in.
  • Log and action service requests for standard IT services according to established procedures and timelines.
  • Support user onboarding and offboarding processes.
  • Escalate unresolved issues to Level 2 or 3 teams following protocols.
  • Utilize the knowledge base and resources to resolve incidents efficiently.
  • Contribute to knowledge sharing and documentation for common issues.
  • Document all interactions and solutions within the ticketing system.
  • Provide excellent customer service with professionalism and empathy.
Working Conditions
  • Based in Sydney
  • Full-time, onsite role
  • Driver's License required
Success Factors
  • Ability to diagnose and troubleshoot hardware, software, and network issues methodically.
  • Experience in ICT technical support, ideally within a NOC/Service Desk environment.
  • Strong problem-solving, analytical, and communication skills.
  • Knowledge of ITIL and ITSM platforms like ServiceNow is desirable.
Certifications
  • Microsoft Fundamentals and Mid-Range certifications
  • Relevant Cisco certifications and hardware experience are desirable.
Why Join Atturra?

Atturra is a rapidly growing ASX-listed IT solutions company with a diverse team across Australia and Asia. We offer opportunities for career growth, professional development, and a supportive culture committed to innovation and inclusion.

Employee Benefits & Culture
  • Career development, mentorship, and internal mobility
  • Professional certifications and training
  • Wellbeing programs, mental health support, and parental leave
  • Recognition programs and employee referral incentives
Our Commitment

We support Australia's veterans and promote diversity and inclusion, welcoming applications from all backgrounds.

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