Service Desk Analyst (Level 1 & 2)

THE COMPANY:

They have recently completed an exciting transition – bringing their outsourced service desk in-house. As their new Service Desk Analyst, you'll be a pivotal part of this change.

With a commitment to top-notch customer service and a passionate approach, they are revamping their service desk's image. Their tech landscape encompasses Azure, Windows desktops, and Mac laptops. We're all about efficient call handling and prompt email responses.

THE OPPORTUNITY:

Be a part of our evolution as they switch to our new Enterprise ITSM tool. They're not just ticket takers; but all about getting things done right. The team is currently 3, but will grow to 5 in the next little while.

DAY TO DAY:

• Handle 2nd level tickets via phone, email, and MS Teams.

• Triage and manage all incidents, events, and requests, ensuring the ITSM tool captures it all.

• Participate in flexible shifts, covering 7:30 AM – 6:00 PM, including rotational on-call.

• Must be willing to work 5 days a week in the office (Marrickville)

• Collaborate with diverse stakeholders, from offices to trading desks.

YOUR BACKGROUND:

• 2-3 years in IT support, troubleshooting, and analysis.

• Proficiency in Windows, Office, desktop hardware, Azure, and Active Directory.

• Strong communication and customer service skills.

• Familiarity with ITSM toolsets (e.g., ServiceNow, FreshDesk).

• ITIL Foundation certification is a plus.

THEIR VALUES:

• Excellence: Settle for nothing less than the best.

• Value: Prioritise quality over cheap solutions.

• Determination: Challenges are opportunities in disguise.

• Nimbleness: Progressive and agile.

• Trust: Partners trust us for a reason.

• Family: Collaboration, respect, and personal excellence are our hallmarks.

• Investors: Invest in our people and clients' education.

WHAT'S IN IT FOR YOU?

• Salary: $80,000 plus Superannuation (12%)

• Modern workspace with Lenovo laptops and MS Teams for communication.

• Work within a culture that values humour and light-heartedness.

• Be apart of a number of exciting projects from technology uplift, to building an apps support team to learning about security.

HOW TO APPLY?

Please send through your CV to ivan@aurorasearch.com.au for review or apply directly via this ad.

Please note: We are only considering applicants who are either Permanent Residents or Australian Citizens who are currently residing in Australia