Support Desk Level One

6 days ago

Canberra, ACT, Australia Emanate Technology Pty Ltd Full time $60,000 - $80,000 per year

Associate Service Desk Analyst

Location: Canberra (Hybrid)

Contract: 12 months + potential extension

We're looking for a motivated Associate Service Desk Analyst to join a busy, high-performing ICT support team. This is a hands-on role where you'll be the first point of contact for technical support across the department, ensuring staff have reliable, secure access to the tools they need to do their work.

What you'll do:

  • Be the first point of contact for staff, supporting them by phone, email, chat, and face-to-face.
  • Log and track incidents and service requests, ensuring accurate resolution within SLAs.
  • Troubleshoot hardware, software, and network issues.
  • Assist with password resets, account management, and basic application queries.
  • Escalate complex issues to Level 2/3 teams when required.
  • Participate in a rotating roster (8:00am–4:30pm / 8:30am–5:00pm).

About You:

  • Previous experience in a service desk or call centre environment.
  • Strong communication skills – able to explain technical issues in plain language.
  • Confident troubleshooting Windows, Microsoft 365, and business applications.
  • Proactive and adaptable, with the ability to manage multiple priorities.
  • Knowledge of ITIL practices and ServiceNow (or similar ITSM tools) highly regarded.
  • Customer-focused, approachable, and motivated to grow your technical skills.

This is a fantastic opportunity to build your career in ICT support while contributing to an important national department.

Apply today and take the next step in your IT career.

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