Service Desk Analyst

9 hours ago

Canberra, ACT, Australia Elysium Digital Full time $60,000 - $90,000 per year

We are seeking an experienced Service Desk Analyst to play a critical role in delivering high-quality, customer-focused IT support services across a national footprint.

This position is responsible for providing first and second-level technical assistance, ensuring timely resolution of incidents and service requests, and contributing to the continuous improvement of a knowledge-driven support model.

The role supports strategic transformation of its in-house Service Desk into a mature, user-centric platform that enhances business efficiency and aligns with Protective Security Policy Framework (PSPF) compliance.  Estimated start date

Monday, 17 November 2025

Initial contract duration

12 months

Extension term

12 months

Number of extensions 

Location of work

ACT

Working arrangements

Hybrid

Maximum hours

40 hours per week

Security clearance

Not required

Key duties and responsibilities: 

Serve as the first point of contact for IT support, providing responsive and professional assistance via phone, email, Microsoft Teams, and self-service portal.

Accurately log, triage, and resolve incidents and service requests using an ITSM platform (ServiceNow), escalating to appropriate support tiers or field engineers when required.

Monitor system alerts and proactively address infrastructure health issues to minimise service disruptions.

Contribute to the creation, maintenance, and enhancement of internal knowledge base, ensuring articles are clear, actionable, and accessible to both end-users and support agents.

Provide technical support across core platforms, including:

  1. Microsoft 365 (Exchange Online, Teams, Intune, Azure AD)
  2. Microsoft Dynamics (CRM, Finance & Operations - On-Premises and Online)
  3. Microsoft Azure services (APIM, Power Platform, Azure Storage)
  4. Collaborate with third-party vendors to manage escalated tickets and ensure timely resolution of externally referred issues.
  5. Participate in formal change management processes, including documentation, impact assessment, testing, and implementation coordination.
  6. Ensure all support activities are conducted in accordance with  information security policies and PSPF compliance requirements.

Required Skills & Experience: 

  • Minimum of 2-3 years' experience in a service desk or technical support role within a medium to large enterprise environment.
  • Demonstrated proficiency in ServiceNow or equivalent ITSM platforms, with strong understanding of incident, request, and change workflows.
  • Technical knowledge of Microsoft enterprise technologies, including Microsoft 365, Azure, and Dynamics.
  • Strong interpersonal and communication skills, with a proven ability to deliver exceptional customer service and manage stakeholder expectations.
  • Ability to work independently and collaboratively in a geographically dispersed team environment.
  • ITIL v4 Foundation certification (preferred); familiarity with ITIL practices and service management principles.

Soft Skills: 

  • Ability to analyse problems and develop effective solutions.
  • Demonstrate a service-oriented approach, motivated, good initiative and a self-starter.
  • A flexible, adaptable and resilient approach, with the ability to preserve in ambiguous situations and deal with stakeholders with conflicting views

You MUST be an Australian Citizen to be considered for this role.

For more information contact Mitchell on

Only shortlisted candidate will be contacted for this role.

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