Service Desk Analyst

🛠️ We’re Hiring: Service Desk Analyst

📍 Location: Remote (Australia)

🕒 Employment Type: Full-Time

💼 Level: Entry-Level / Junior

We are looking for a customer-focused Service Desk Analyst to provide first-line technical support and ensure smooth IT service delivery. This role is ideal for individuals who enjoy helping users, troubleshooting issues, and working in a collaborative, remote-first environment.

🎯 Key Responsibilities

• Act as the first point of contact for IT support requests via phone, email, and ticketing systems.
• Diagnose and resolve hardware, software, and basic network issues.
• Log, prioritize, and manage incidents and service requests according to SLAs.
• Escalate complex issues to second- and third-line support teams as required.
• Support user account management, access provisioning, and password resets.
• Maintain accurate documentation, knowledge base articles, and support records.
• Deliver professional, friendly, and timely customer service.

✅ Requirements

• 0–2 years of experience in IT support, service desk, or help desk roles.
• Basic knowledge of Windows and macOS environments.
• Familiarity with ITSM tools and ticketing systems (e.g., ServiceNow, Jira Service Management) is a plus.
• Strong communication, problem-solving, and customer service skills.
• Ability to work independently in a remote-first environment.
• Basic understanding of ITIL principles is an advantage.
• Fluent in English.
• Based in Australia with the legal right to work full-time.

🌟 What We Offer

• Fully remote position within Australia.
• Structured training and hands-on experience in IT service management.
• Supportive and collaborative remote work culture.
• Career development and progression opportunities.
• Competitive compensation and benefits package.