Senior Service Desk Analyst

2 days ago

Port Melbourne Victoria, Australia Hills Limited Full time $40,000 - $120,000 per year

Are you a motivated and dynamic Level 2 IT Service Desk professional ready to bring your ITIL knowledge and superior customer support skills to our table and hit the ground running?

You thrive on solving IT and customer issues, adhering to internal processes and service level agreements, ensuring that our clients receive the highest standard of service. Your customer-centric approach, combined with a passion for technology, makes you a vital contributor to the success of our team. You're not just a problem-solver—you're someone who enhances the overall client experience with every interaction.

You'll take ownership of high-severity incidents and escalations, ensuring operational accuracy across incident management, asset registers, and customer invoicing. You will work closely with the Customer Service Manager on project-to-service handovers, technician scheduling, and service desk call handling. Your contributions will extend to enriching the service knowledge base, championing continuous improvement initiatives, and ensuring team accuracy.

This is a fantastic opportunity for a detail-oriented and proactive professional who thrives in a technically diverse, fast-paced environment, and is passionate about delivering exceptional customer service while driving operational efficiency.

Key Responsibilities


• Call handling through to resolution, including escalations


• Assist with major incident coordination including tech bridge, communications, and post incident reviews.


• Review project-to-service handover documents as delegated.


• Update the CMDB and maintain asset registers for accurate service tracking.


• Process, monitor, and deliver timely completion of service-related sales and invoices.


• Maintain knowledge of assigned brands, products, and services.


• Escalate unresolved IT infrastructure or application issues to IT Systems Operations Engineers or Field Technicians.


• Contribute to the creation and maintenance of knowledge base articles.


• Support SLA and KPI reporting for the Customer Service Manager.


• Ongoing trend analysis of repeated incidents and escalate appropriately.


• Follow established processes and procedures and contribute to continuous improvement.

Key Competencies


• Incident Management: Handle complex incidents and service requests.


• Customer Service Support: Provide advanced customer service and desk oversight.


• Asset & Config Mgmt.: Maintain CMDB and asset registers.


• Knowledge Management: Contribute to knowledge base and brand/product knowledge.


• Administration: Oversee invoicing and payment processing accuracy.


• Problem Management: Identify recurring issues for escalation.


• Relationship Management: Liaise with Finance, IT Ops, and Field on escalations.

Qualifications and Certifications


• Certificate or Diploma in IT, Business Administration, or equivalent experience.


• ITIL Foundation certification (mandatory)


• ITIL Practitioner: Incident Manager (desired), or equivalent experience.


• Experience with CMDB and service management tools (e.g., Odoo, ServiceNow, iTop).

Please note all employees are required to have a clear and current police check.

  • Service Desk Analyst

    2 weeks ago

    Melbourne, Australia Service Stream Full time

    Primary Location Melbourne, VIC Job Description Summary An exciting opportunity has arisen for a Service Desk Analyst to join Service Stream in our Collin Street, Melbourne Office About the Role Service Stream’s Service and Support Department are currently seeking a Service Desk Analyst to join our growing company. As a Service Desk Analyst you will...

  • Service Desk Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Service Stream Full time $60,000 - $90,000 per year

    Primary LocationVIC - Melbourne - 655 Collins StJob Description SummaryNew opportunities for a Service Desk Analyst in Melbourne VIC and Welshpool WAAbout the RoleWe have new opportunities available to join us at Service Stream as a Service Desk Analyst. This is a great platform for someone looking to grow their career in an expanding ASX listed leader in...

  • Senior Service Desk Analyst

    3 weeks ago

    Melbourne, Victoria, Australia Brennan Full time

    Join to apply for the Senior Service Desk Analyst role at Brennan2 days ago Be among the first 25 applicantsJoin to apply for the Senior Service Desk Analyst role at BrennanGet AI-powered advice on this job and more exclusive features.Brennan. Where true performance thrives.At Brennan, we believe that how technology is delivered is every bit as important as...

  • Service Desk Analyst

    7 days ago

    Melbourne, Australia Australian Government Full time

    Salary: $85,559 - $92,324 - Location: Adelaide, SA,Brisbane, QLD,Bunbury, WA,Canberra,Melbourne, VIC,Perth, WA **Job Number**:EXT-APSL-2025-810 **Classification**:APS Level 5 **Salary Range**:$85,559 - $92,324 +15.4% Superannuation **Job Type**:Ongoing,Non-ongoing **Employment Type**:Full-time **Group/Division/Branch**:Technology and Digital Programs /...

  • Senior Service Desk Analyst

    2 days ago

    Melbourne, Victoria, Australia Brennan Full time $80,000 - $120,000 per year

    Brennan. Where true performance thrives.At Brennan, we believe thathowtechnology is delivered is every bit as important aswhatthe technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.It's a claim backed by ourTrue Performance System- a way of working...

  • Senior Service Desk Analyst

    2 days ago

    Melbourne, Victoria, Australia Brennan IT Full time $80,000 - $120,000 per year

    Brennan. Where true performance thrives.At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.It's a claim backed by our True Performance System – a way of...

  • Service Desk Analyst

    3 weeks ago

    Melbourne, Victoria, Australia Talent Full time

    1 week ago Be among the first 25 applicantsThis range is provided by Talent. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeA$38.00/hr - A$38.00/hrDirect message the job poster from TalentConnecting top-tier talent to the Victorian Government's Corporate Services sectorThe RoleA leading...

  • Service Desk Analyst

    4 weeks ago

    Melbourne, Victoria, Australia Talent Full time

    1 week ago Be among the first 25 applicantsThis range is provided by Talent. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeA$38.00/hr - A$38.00/hrDirect message the job poster from TalentConnecting top-tier talent to the Victorian Government's Corporate Services sectorThe RoleA leading...

  • Service Desk Analyst

    1 week ago

    Melbourne, Australia Talent International Full time

    **Job Details**: **Location** Melbourne **Salary** Negotiable **Job Type** Full Time **Ref** BBBH95230_1666838186 **Contact** Xavier Cusack **Posted** about 6 hours ago - WFH - Melbourne CBD location - Government agency Our Client is looking for a Service Desk Analyst to be responsible for the day-to-day support and future design of the...

  • Service Desk Analyst

    2 days ago

    Melbourne, Victoria, Australia GRANITE CONSULTING Full time $60,000 - $80,000 per year

    **Our construction client is looking for Service Desk Analyst, Melbourne based, short term engagement. Position Title: Service Desk AnalystLocation: Dockland, near CBD, (4 days per week office)Contract:** 1-Month Contract About the Role We are seeking a motivated Service Desk Analyst to join our construction client on a short-term contract. This role will...