Service Desk Analyst

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.At NRI Australia & New Zealand, we partner with our clients to deliver cutting-edge digital solutions, from business strategy and consulting to infrastructure and managed IT services. Backed by a global presence, we operate with local decision-making authority, ensuring that our technology solutions are innovative, effective, and aligned with business outcomes.

We're looking for an experienced Service Desk Analyst to join our team in Victoria. This role plays a key part in supporting our internal staff across multiple locations — ensuring they have the right tools, systems, and assistance to perform at their best.

You'll be the first point of contact for technical support, providing timely, effective, and friendly service via phone, email, remote access, and face-to-face interactions. Your focus will be on resolving issues efficiently, documenting all actions clearly, and upholding a high standard of customer service in line with our IT policies.

Key Responsibilities

• Act as the first point of contact for users via the Service Desk, phone, and email
• Diagnose and resolve Level 1 issues promptly, escalating to Level 2 when necessary
• Provide clear and relevant advice to users
• Ask targeted questions to accurately diagnose technical issues
• Ensure all incidents, requests, and tasks are logged and updated in the Service Manager system
• Collaborate with the wider on-site support team to deliver seamless service
• Complete all assigned incidents and service requests within agreed timeframes

About You

• 1–5 years' experience in a fast-paced Technology Service Desk environment
• Strong customer service and stakeholder engagement skills — confident communicating with people at all levels
• Experience with Windows 11 (MCITP certification desirable)
• Hands-on experience managing user accounts in Active Directory and Office 365
• Working knowledge of TCP/IP, VoIP, video conferencing, and general networking principles
• Exposure to Apple devices (iPhone, iPad, MacBook) is advantageous
• A proactive, "can-do" attitude with strong problem-solving skills
• Commitment to maintaining workstation reliability, security, and compliance
• Familiarity with IT Service Management (ITSM) tools

This is a great opportunity for someone who thrives on helping others, enjoys variety, and takes pride in delivering high-quality support.

**WHAT'S IN IT FOR YOU?

In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you'll be rewarded with a career changing experience only consulting can provide.**

• Diverse and challenging project work
• Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
• Training and development opportunities
• Salary sacrifice, motor and novated leases
• Committed health & wellbeing plan including Employee Assistance Program
• 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
• Corporate partnerships

**DIVERSITY & INCLUSION

We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.

We value our collaborative culture and work together to support a variety of community organisations and social issues.

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward – so that you're always ahead of tomorrow.

We're that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success – across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We're backed by a global reach that makes us a truly game-changing alternative in the digital services space – with local decision-making and authority. And we're powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time. You've found yours with NRI**