Help Desk Analyst

📋 We’re Hiring: Help Desk Analyst

📍 Location: Australia (Remote)

🕒 Employment Type: Full-Time

💼 Level: Entry / Junior

We are seeking a customer-focused and technically inclined Help Desk Analyst to provide first-line IT support and ensure smooth day-to-day operations for end users. This role is ideal for someone starting their IT career who enjoys troubleshooting and helping people.

🎯 Key Responsibilities

• Provide first-level technical support via phone, email, and ticketing systems
• Diagnose and resolve hardware, software, and basic network issues
• Log, track, and update support tickets in ITSM systems
• Escalate complex issues to higher-level support teams
• Assist with user account setup, password resets, and access management
• Install and configure hardware, software, and peripherals
• Maintain documentation of common issues and solutions
• Deliver excellent customer service and user support

✅ Requirements

• 0–2 years of experience in IT support, help desk, or customer service roles
• Basic knowledge of Windows, macOS, and common business applications
• Strong communication and customer service skills
• Problem-solving mindset and willingness to learn
• Ability to manage multiple requests and prioritise tasks
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk) is a plus
• Based in Australia with full working rights

🌟 Nice to Have

• IT certifications (e.g., CompTIA A+, ITIL Foundation)
• Basic knowledge of networking (TCP/IP, DNS, VPN)
• Experience with remote support tools
• Familiarity with Microsoft 365 or Google Workspace
• Interest in progressing into system administration or IT support roles

🌟 What We Offer

• Flexible work arrangements (remote, hybrid, or on-site)
• Supportive IT team environment
• Training and development opportunities for career growth
• Exposure to a wide range of IT systems and technologies
• Competitive salary and benefits package