ITSM Service Desk Analyst

Join Australia's Subscription Innovation Leader - AFR Best Place to Work 2025

This is an onsite role, based in our Townsville, QLD office.

Ready to shape the future of subscription services? At Prvidr, we're revolutionising how Australian businesses operate through AI-powered simplicity. With 1M+ active subscriptions, processing 500M+ transactions weekly, we're the platform behind Australia's most loved brands including Coles Mobile and Catch Connect.

About Prvidr - Freedom in Simplicity

Since 2015, we've mastered even the most complex subscription models across telecoms, utilities, fintech, and media.

Our Mission: Uncomplicate business operations, enabling companies to launch, scale, and delight customers effortlessly.

Our Vision: A world where everything is a service, powered by intelligent AI systems that anticipate customer needs.

We're on the lookout for an ITSM Service Desk Agent to join our IT Service Management team. This isn't a run-of-the-mill service desk role – you'll be working with AI, automation and monitoring systems to resolve issues faster, stop problems before they happen, and deliver outstanding customer experiences.

Our philosophy is simple: AI does the heavy lifting, humans provide the intelligence.

We're looking for an ITSM Service Desk Agent to join our IT Service Management team. This isn't your average service desk role – you'll be working with AI, automation and monitoring systems to resolve issues faster, prevent problems before they happen, and deliver excellent customer experiences.

The AI-Augmented ITSM Service Desk Agent serves as the primary orchestrator of AI-driven IT service delivery, leveraging artificial intelligence, workflow automation, and predictive analytics to achieve 80% autonomous resolution of incidents while maintaining exceptional customer experience. This role demands technical proficiency in AI tools, automation platforms, and monitoring systems, combined with strong customer relationship management skills.

Core Philosophy: "AI does the work, humans provide the intelligence"

As the first point of contact for IT incidents and requests, you'll be combining hands-on technical support with AI-driven tools and automation. Your responsibilities will include:

• AI-first support – use AI to triage, analyse and resolve incidents before escalation.
• Infrastructure monitoring – respond to server, network and application alerts using Zabbix and Grafana.
• Application & API support – monitor external services, troubleshoot integration issues and liaise with vendors during outages.
• User access & support – process account requests, password resets, workstation builds, software installs and hardware troubleshooting.
• Proactive problem management – identify recurring issues, investigate root causes and create AI-driven solutions to prevent them.
• Workflow automation – design and maintain automated workflows to cut down repetitive tasks and improve efficiency.
• Change management support – assist with risk assessments, scheduling, implementation and reviews of changes.
• Customer engagement – provide clear updates, set expectations, and build strong relationships with internal and external stakeholders.

• ITIL Foundation (minimum) – Practitioner preferred.
• 2+ years in a service desk or ITSM role.
• Strong skills with AI tools (e.g. ChatGPT, Claude) and workflow automation platforms.
• Experience with monitoring tools (Zabbix, Grafana) and ITSM systems (Service Desk Plus, ServiceNow, ManageEngine).
• Basic scripting knowledge (Python, PowerShell).
• Excellent communication, analytical and customer service skills.
• Willingness to participate in a 24/7 on-call roster (with additional pay).

What's In It For You?

Industry-Leading Benefits:

• 10 weeks gender-neutral paid parental leave

• 4000+ online courses for development

• Corporate partnerships

• Employee Assistance Program

• Cultural public holidays respected

Culture & Impact:

• AFR Best Place to Work 2025 winner

• Progressive, inclusive culture

Our Commitment

We actively encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, LGBTI+ individuals, and all cultural backgrounds. Your unique perspective helps us innovate.