Service Desk Analyst

We're not your typical service desk.

At Orro, our Service Hub is the heartbeat of client support; a high-performing, always-on team keeping businesses connected across Australia, New Zealand, the UK and the Philippines. You blend empathy, expertise and precision to create experiences that just work, keeping people connected and confident every day. We move fast, think smart and take pride in delivering seamless, personal service that adds value with every interaction.

As a Service Desk Analyst (Level 2), you'll support Orro's Managed Services across Network, Cloud, Collaboration and End-User Computing — combining technical know-how with clear communication to deliver fast, reliable, customer-focused support.

About Orro

We're an Australian success story, now close to 500 people strong, delivering secure, end-to-end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia's biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day.

Our mission? To create "future now" solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they're with. But more than that, we know that real impact comes from connecting people, not just machines. That's why we take the time to understand our clients; how they work, what matters to them, and where they're headed so we can deliver not just what they need today, but what they'll need next.

With offices in London, Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, and the Philippines, Orro is known for delivering future-ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.

What You'll Be Doing

You'll be the first call when things need fixing. From network hiccups to cloud logins, you'll triage, troubleshoot, and resolve issues with confidence, keeping our clients informed every step of the way.

Client Engagement & Communication

• Be the first point of contact for technical issues, service requests, and general enquiries via phone, email, chat, or portal
• Communicate clearly and professionally, setting accurate expectations and representing Orro's brand with pride
• Take ownership of each ticket from start to finish, providing proactive updates and ensuring a positive client experience

Incident & Request Management

• Log, prioritise, and manage incidents using our ITSM platform (One Touch Control)
• Apply structured troubleshooting to restore services quickly and reduce downtime
• Support a range of environments across Network, Cloud, Collaboration, and End-User Computing
• Strive for strong First Contact Resolution by applying known fixes and documenting learnings for the team

Collaboration & Escalation

• Work closely with Network Operations, Cloud, and Collaboration teams for seamless escalations
• Participate in incident bridges for major issues and planned maintenance activities
• Share knowledge, mentor junior team members, and contribute to a supportive, high-performing environment

Knowledge & Continuous Improvement

• Maintain accurate documentation, knowledge base articles, and configuration records
• Identify recurring issues, propose process improvements, and feed insights into problem management
• Engage in ongoing training to stay current across evolving technologies and automation tools

What You'll Bring

You're calm under pressure, methodical in your approach, and genuinely enjoy solving problems. You understand that great service is about both people and technology, knowing when to troubleshoot, when to escalate, and when to simply listen. Most of all, you care about making things work better for the customer every time. Ideally, your toolkit includes:

Education & Experience

• Minimum: Diploma or equivalent in Information Technology (or 1 year of equivalent technical support experience)
• Preferred: Associate or Bachelor's Degree in IT or Networking and 2+ years of technical service desk experience

Essentials

• Solid troubleshooting skills across network, cloud, collaboration and end-user technologies
• Good understanding of core IT infrastructure (routers, switches, servers, endpoints)
• Confident communicator with a strong customer-service mindset
• Familiarity with ITSM tools such as ServiceNow, One Touch Control or Jira Service Management
• Working knowledge of Microsoft 365, Active Directory and basic Azure services
• Awareness of ITIL principles and service management best practices

Bonus Points

• Cisco CCNA or Fortinet NSE 4/5 certification
• Microsoft MCP/MCSA, CompTIA A+, Network+, or Azure Fundamentals
• HDI or SDI Support Centre Analyst certification
• ITIL Foundation certification
• Experience supporting new client transitions or early-life project stages

Even if you don't tick every box, don't let that hold you back. If this sounds like your kind of challenge, we'd genuinely love to hear from you.

Build Your Career With Us

This role is a genuine launchpad for growth within Orro. From here, you can develop your career into areas such as:

• Support Centre Team Leader or Manager
• Network Operations Centre Engineer (Level 2/3)
• Endpoint, Identity, Cloud or Collaboration Engineer
• Incident Manager or Problem Analyst
• Project Coordinator or Transition Engineer

Why Orro?

At Orro, we're proud to support our people and the people who matter most to them in meaningful and inclusive ways. From public holiday swaps that embrace family and cultural diversity, to generous parental and caregiver leave, flexible work options, and company-wide mentoring, we're here to help you thrive at every stage of life.

We also invest in the future through our Emerging Leaders Development Program, nurturing the next generation of talent from within. On top of that, you'll enjoy 3 days of paid volunteer leave each year, employee discounts, and full access to our wellbeing platform packed with expert fitness plans, nutrition tips, and tools to help you feel your best, inside and out.

*Note: The role is subject to state and federal police background checks.