Service Desk Analyst

Overview

We deliver the best GIS solutions in the world, with the brightest minds on the map. What are the issues that matter most to you? Climate change, national security, disaster response? At Esri Australia you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future. We turn problems into opportunities, and that takes two things: The most powerful GIS technology and solutions; Driven, talented, and passionately curious people. Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career.

About the Role

Our Service Desk Analyst supports our Information Technology Services team to deliver client centric guidance and management through exceptional stakeholder engagement. In this role you will be exposed to a wide and ever changing ITS landscape and is well suited to inquisitive minded professionals keen on developing quickly in their career.

Service Delivery is paramount to the IT Team, and you will be responsible for key tasks such as:

- Act as the Geospatial Group’s IT Services’ single point of contact for all users, ensuring ownership is taken over all requests.
- Troubleshoot and complete assigned incidents and service requests following agreed procedures and priority allocated and ensure users remain informed about the status of requests by providing regular updates.
- Identify and escalate complex incidents to a senior IT Services staff member and assist with managing user updates and completing escalated incidents.
- Manage asset inventories to ensure service requests can be fulfilled on time. This includes ensuring laptops are configured and updated, ready for deployment.
- Work with vendors to procure hardware and services by requesting quotes and raising purchase requisitions for approval.

About You

We are looking for an experienced, resilient professional, for our Service Desk Analyst role. You will demonstrate aptitude for continuous learning and development and a positive attitude.

- Tertiary qualification in an associated business discipline (Information Technology, Computer Science etc.) is required.
- Demonstrated excellent customer service skills and able to interact effectively with all levels of the business with varying levels of IT knowledge.
- Demonstrated fault diagnosis, dispute resolution, troubleshooting and problem-solving skills.
- Experience in IT systems and technology, including IT hardware and software such as ITSM tools, Microsoft Online Applications – Microsoft 365, Teams Online, SharePoint Online, Microsoft Office Suite, etc.
- Excellent written and verbal communication skills with strong interpersonal / client engagement skills.
- Strong attention to detail and accuracy when accomplishing a task, including excellent follow through and follow up skills.
- You must hold current permanent and full-time working rights in Australia.
- Attitude and behaviour align with Esri Australia’s core values.
- Please note you will be required to provide a current and satisfactory AFP National Police Check certificate prior to commencing employment.

Discover our values

Discover how our values shape our impact, your journey begins with one click here: Our people

For further details or if you have any questions, please contact our Talent Acquisition team on 1300 635 196 or email careers@esriaustralia.com.au.

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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