Service Desk Consultant
2 weeks ago
Job Requisition ID: 39033
We support flexibility and choice including flexible work arrangements and part-time options.
Recognition culture to celebrate milestones and discounts at hundreds of retailers
Career breaks for up to 12 months – for study, travel, volunteering, or personal interests What will your typical day look like?
Our business is growing, and we are seeking experienced and customer-focused Service Desk Consultants to join our team.
These roles are critical to delivering high-quality, always-on IT support to our clients across Australia in a cloud environment.
You will work as part of a structured shift roster that ensures coverage and proactive support.
About the team
Our Engineering as a Service Practice consists of a diverse mix of skilled and experienced managed services personnel providing differentiated Cloud, Platform, Infrastructure, and Data and AI Managed Services for leading edge technology transformation projects in steady state.
Our team is responsible for providing our clients with the highest level of customer support services by using modern service management frameworks and leading operational tooling.
Enough about us, let's talk about you.
Key Responsibilities
Provide Level 1/1.5 technical support across application, network, and cloud environments
Manage incidents, requests, and escalations through ITSM tools (e.g., SNOW, Jira Service Management)
Performing advanced triage and initial impact assessments.
Enriching alerts with contextual information.
Identifying false positives and reducing alert noise.
Escalating validated incidents to L2/3 for further analysis within defined response times.
Maintaining accurate documentation in ticketing systems.
Monitor infrastructure and systems (Eyes-on-Glass), responding to alerts and triaging as required
Following playbooks and other pre-defined work instructions.
Contribute to knowledge base documentation and team collaboration efforts, including improvements to current processes.
Provide clear communication to end-users and stakeholders across support channels.
Participate in shift handovers and ensure accurate ticket updates and documentation.
Desirable Skills & Experience
Minimum 2 years in a customer service role.
Ideally previous Level 1 Service Desk or IT Technical Support role
Experience with ticketing and/or client contact centre roles
Ideally ITIL-aligned practices and ticketing systems (e.g., Jira, ServiceNow)
Strong investigative mindset.
Ability to interpret logs, alerts, and system behaviours.
Clear documentation of findings and ability to explain basic technical findings from automated alerts to peers or seniors.
Works effectively in teams and under pressure.
Demonstrated experience in a 24x7 or shift-based environment preferred
Troubleshooting and analytical skills
Excellent verbal and written communication
Ability to work autonomously and collaboratively in a shift-based team
Security Requirements
Australian Citizenship (mandatory due to security clearance requirements)
Eligibility for Baseline security clearance as a minimum (higher preferred)
Shift Requirements
Participation in 8-hour rotating shifts (Morning, Afternoon, Night)
Rostered weekends and public holidays
Adherence to fatigue management guidelines and break entitlements
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