Service Desk Analyst

Overview

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. Analysts are expected to work within defined SLA timelines and follow ITIL-aligned service desk protocols.

Key Responsibilities

- Promptly respond to, diagnose and troubleshoot incoming service desk requests and queries via phone, customer self-service, email, remote support or walk-in.

- Accurately receive, log and action service requests for standard IT services according to established procedures and timelines.

- Provide support with user onboarding and offboarding processes including access provisioning and termination.

- Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently.

- Participate in ongoing knowledge sharing and contribute new or updated knowledge articles.

- Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system (e.g., ServiceNow).

- Escalate complex or unresolved issues to Level 2 or 3 support teams, following established escalation workflows.

- Provide excellent customer service with a professional and empathetic approach in all interactions.

- Perform other duties as assigned by the Service Desk Manager or Team Lead.

Working Conditions

- Based in Sydney

- Full time opportunity

- Onsite

- Must have driver’s license

What will make you successful in this role?

- 2 years prior experience in a Service Desk or Network Operations Centre (NOC), preferably in a business-to-business environment.

- Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions.

- Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded.

- Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking, and enterprise applications.

- Competent in supporting end-user environments and working within a structured IT support framework (e.g., NOC/Service Desk).

- Familiarity with the ITIL framework and service management best practices.

- Demonstrated problem-solving and analytical skills, with a methodical and customer-focused approach.

- Ability to manage stakeholder expectations and build strong working relationships.

- Clear, confident communication skills suited to working with a broad range of users, including executives.

- Flexible and adaptable in fast-paced and evolving support environments.

Core Service Desk Operations

- Ticket management, SLA adherence, and escalation procedures

- Differentiating incidents from service requests

- Use of standard scripts and procedures for common scenarios

- Contribution to and use of internal knowledge base (ServiceNow)

User Access Management

- Active Directory account unlocks, password resets

- MFA setup, SSPR troubleshooting

- New user setup and termination processes

- Email access and distribution list management

Application Support

- VPN, remote access, and printer support

- Exchange admin tasks: forwarding, autoreplies

- Basic software installs and licensing

Hardware & Network Support

- Imaging and deploying devices

- Diagnosing DNS, IP, Wi-Fi, and general network issues

- Peripheral support: monitors, docks, headsets

- VoIP/softphone setup

- Laptop and desktop performance optimization

Security & Compliance

- Phishing incident handling

- DLP policies and data handling compliance

- Role-based access and permissions

- Reporting security breaches and remote work policies

Company-Specific Knowledge

- Understanding of internal locations, branches, and common security groups

Certifications

- CCNA or equivalent networking certification

- Microsoft Advanced Certifications (e.g., MS-102)

- HP Technician or equivalent hands-on hardware support certification

- Cisco Partner Support experience or relevant Cisco certifications

- Exposure to security practices including phishing awareness, MFA, DLP, and access control

- Experience with Intune deployments, device imaging, and endpoint configuration

Why is this an exciting opportunity?

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.

We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way.

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent as-a-service providers in the market.

What our people say

“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”

Why you’ll love working here

Culture of possibility: At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

A strong set of company values: Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits: Career growth via succession planning, internal mobility programs, and mentorship opportunities; ongoing investment in professional development through industry certifications; employee benefits, recognition, and wellbeing platform; mental health support through our Employee Assistance Program; support for family and caring responsibilities, including paid parental leave; employee referral program with monetary incentives offered.

Commitment to supporting Australia’s veterans: Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs’ Veteran Employment Commitment and is committed to supporting Australia’s veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.

Notes

We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring-related queries. To become an official supplier, send an expression of interest via talentacquisition@atturra.com.

Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.

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