Service Desk Analyst

**Company Description**
Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients. Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged. Recognised by the Deloitte Tech Fast 50 as the fastest growing tech company in Australia for two years running - with revenue growth of over 26,000% and 9,000% - Montu is now the largest business of its kind outside North America.

**This role is primarily remote, with the flexibility to work from home. However, there will be a fortnightly requirement to attend our warehouse in**Minchinbury, NSW.**

The Service Desk Analyst will play a crucial role in providing technical support and assistance to end-users within the organisation. Responsibilities include managing technical issues, troubleshooting software and hardware problems, and ensuring the efficient operation of IT systems. This position requires a strong blend of technical expertise, problem-solving skills, and customer service orientation.

What you will be doing:

- Diagnosing and resolving complex issues related to software, hardware, network connectivity, and IT systems
- Escalating unresolved issues to appropriate teams or Level 3 support for further investigation and resolution.
- Logging and tracking incidents using the IT service management system, ensuring accurate documentation of all support interactions
- Prioritising and managing the resolution of incidents based on severity and impact, meeting defined service level agreements (SLAs)
- Analysing recurring technical issues and trends to identify underlying problems and recommend permanent solutions.
- Developing and maintaining user-friendly documentation, knowledge base articles, and FAQs to empower end-users to resolve common issues independently
- Assisting in the management of IT assets and configurations, including software licences, hardware inventory, and configuration baselines
- Proactively identify opportunities to improve service delivery processes, tools, and workflows.

**Qualifications**
- Bachelor's degree in computer science, information technology, or a related field (or equivalent experience)
- Minimum 2-3 years in a technical support role, preferably in a service desk environment
- Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.
- Familiarity with the ITIL framework and hands-on experience with IT service management tools (e.g., ServiceNow, Jira Service Management). As an Atlassian-based organisation, proficiency in Jira is particularly valuable.
- Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team
- Customer-focused attitude with a commitment to providing high-quality support and service.
- Certifications like CompTIA A+, Google IT Support Professional Certificate or Google Workspace Administrator, or ITIL Foundation are highly advantageous.

**Additional Information**
You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.Other benefits include:

- Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
- Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
- The freedom of a full-time, work-from-home role.
- Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
- Mental health support through our wellbeing platform, Unmind.
- A private health insurance discount through Medibank.
- Up to 8 weeks of paid parental leave.
- Swag kits to celebrate key milestones in your journey with us.
- Enhance your home office with our work from home equipment allowance benefit.
- Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.
- We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience._