Service Desk Analyst

🛠️ We’re Hiring: Service Desk Analyst

📍 Location: Remote (Australia)

🕒 Employment Type: Full-Time

💼 Level: Entry-Level / Junior

We’re looking for a service-oriented Service Desk Analyst to provide first-line IT support and ensure a high-quality support experience for users. This role is ideal for early-career IT professionals who enjoy structured troubleshooting, service management, and working in a remote-first environment.

🎯 Key Responsibilities

• Provide first-line IT support via phone, email, and chat
• Log, track, and resolve incidents and service requests
• Troubleshoot hardware, software, and access-related issues
• Escalate complex incidents to second- and third-line support teams
• Follow ITIL-based incident, problem, and change management processes
• Support user onboarding, offboarding, and account management
• Maintain accurate documentation and knowledge base articles
• Deliver timely and professional customer service

✅ Requirements

• 0–2 years of experience in IT support, service desk, or technical support roles
• Basic understanding of ITIL principles and service management
• Familiarity with ticketing systems (ServiceNow, Jira Service Management, Remedy, etc.)
• Knowledge of Windows/macOS environments and Office 365
• Basic networking and troubleshooting skills
• Strong communication and customer service skills
• Ability to manage multiple tickets and priorities
• Willingness to learn and follow structured processes
• Ability to work independently in a remote-first environment
• Fluent in English
• Based in Australia with full legal right to work full-time

🌟 What We Offer

• Fully remote position within Australia
• Experience working in IT service management environments
• Training in ITIL and enterprise IT support practices
• Career progression into IT Support Analyst, Systems Administrator, or IT Operations roles
• Supportive and collaborative remote work culture
• Competitive compensation and benefits package