Junior Service Desk Analyst

About a23

a23 is an Australian owned Systems Integrator headquartered in Canberra. We provide specialist ICT services across diverse technologies and are recognised as a valued strategic partner for Government and private sector organisations. a23 has grown to become a prominent strategic partner, focused on servicing the needs of small to medium-sized agencies to deliver quality outcomes through expert people, great relationships, and fit-for-purpose technologies.

Why work for a23?

a23 is a well-established Australian technology company experiencing strong growth, fueled by rising demand for our expertise in Cyber Security, Networking, Cloud, Data and AI, and Hybrid Cloud. We bring the agility and innovation of a start-up backed by the maturity, credibility, and delivery assurance of an established market leader.

Our teams deliver secure, scalable solution to government and enterprise client, blending deep technical capability with a client-first culture. Whether enabling AI-driven insights, transforming hybrid infrastructure, or securing mission-critical environments, a23 is trusted to deliver at a national scale.

The Role

The Junior Service Desk Analyst role with a23 is a permanent full-time position in our growing company. The focus of the position will be to work with our Modern Workplace Practice with a strong focus on customer service delivery.

We are seeking enthusiastic and motivated individuals to join our ICT team as Junior Service Desk staff. This role is ideal for recent school leavers, university graduates, or those with an interest in IT who are looking to start their career in ICT support. Successful candidates will receive training and support to develop their technical and customer service skills while contributing to the delivery of high-quality ICT services.

Roles and Responsibilities

• Provide 1st-level ICT support, responding to requests including password resets, account access and software and hardware request fulfilment.
• Log, track, and update all service requests in the ICT service management system.
• Assist with setting up user accounts, devices, and applications.
• Follow standard ICT procedures, checklists, and policies.
• Escalate complex issues to senior team members when required.
• Respond to ICT requests and incidents via phone, email, or ticketing system.
• Communicate clearly and professionally with staff, explaining technical issues in simple terms.
• Deliver a friendly and helpful experience for all ICT users.
• Work collaboratively within the team and contribute to shared goals.
• Participate in training and development to build ICT knowledge and service skills.

Experience, Skills and Qualifications

1. Australian Citizen and ability and willingness to obtain a Government Security Clearance

2. Completed Year 12 with IT-related coursework, OR a diploma/degree in Information Technology, OR demonstrated practical experience.

3. Service-centric with strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.

4. Demonstrated ability to follow standard processes, apply logical thinking, and effectively problem-solve.

5. Proven willingness and capacity to learn and adapt to new technologies, systems, and procedures.

Desirable criteria

1. Awareness of, or training in, ITIL service management principles.

2. Familiarity with Microsoft 365 applications, including Teams and other collaboration tools.

3. Customer service experience, gained through roles in IT, retail, hospitality, or administration.

a23 Policy Handbook and Mandatory Training

On commencing with a23, all employees and subcontractors are provided with the a23 Policy Handbook and asked to acknowledge their understanding and commitment to adhering to its policies. All employees and subcontractors are also assigned a suite of mandatory training that is required to be completed on an annual basis. All a23 workers are to take all reasonable care of their own health and safety and ensure that their actions do not adversely affect the health and safety of others.

Inclusive recruitment at a23

a23 value all career paths and experience so if you do not meet all the qualifications or requirements state for this role, we would still love to hear from you

a23 is an equal opportunity employer committed to a diverse, inclusive, healthy and safe work environment. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, age and neurodiversity. We invite people of all backgrounds and identities to submit their application. Applications are strongly encouraged from the Aboriginal and/or Torres Strait Islander, LBGTQIA+ and neurodivergent communities.

Apply now Applications may be assessed as they are received and as such the recruitment process may be finalised prior to the closing date.