Service Desk Analyst

**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.

**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
- 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 mínimal 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.
- Note: A valid _Vulnerable People /_ Working with Children Check (WWCC) and Police Check are required._