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 **Small and Medium Business**team in **Coburg.**

Our Service Desk Analyst (SDA) plays a crucial role in IT support within CT and our clients. Their primary responsibility is to provide technical assistance and support to end-users experiencing issues with computer systems, software, and hardware in the Small and Medium Business team.

**Requirements**:
**What you'll do**:

- Supporting the Service Desk Manager and Service Desk team in day to day tasks.
- Collaborating with your peers who reside in technical and client-facing teams to achieve successful outcomes for the customer
- Troubleshoot hardware and software issues and provide timely resolutions
- Ensure incidents are prioritised and resolved within agreed service levels
- Serving as an escalation and contact point for our customers, removing roadblocks, and addressing technical and non-technical queries in a prompt manner
- Building and maintaining relationships with our customers, predominantly remotely, through various engagements
- Communicate effectively with users to understand and resolve their technical issues
- Follow up with users to ensure their issues are resolved and provide updates on progress
- Reviewing, assessing and presenting monthly service delivery reporting, ensuring key SLAs and deliverables are met, or providing suggestions where improvements can be made

**What you'll bring**:

- 2-3 years experience in a Service Desk Analyst or IT Support role is essential.
- Experience in a managed services environment is desirable.
- Understanding technical issues and jargon and able to translate this back to customers
- Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
- Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
- Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
- Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.

**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._