Your career compass awaits
Create a free account to unlock
- ✓ See how you match this role
- ✓ AI resume tailored to this specific job
- ✓ Inside Track Companion — find your insider contact
- ✓ Skills gap analysis and upskill plan
- ✓ Interview prep kit for this role
- ✓ Relocation concierge — salary, tax, cost of living
Free — no credit card required
Confirm Application
Are you applying to ?
We'll track this in your dashboard as Applied.
Service Desk Analyst (Level 1) – Managed Services
ICT
Company shared salary
NA
Market rate
NA
Based on similar roles (title + domain + location).
About the Company
olutions that help Australian businesses thrive. We're a Microsoft-focused Managed Service Provider with a reputation for solving complex problems while keeping things human. Our team is collaborative, values-driven, and deeply committed to our clients' success. We're large enough to offer stability and cutting-edge projects, yet small enough for every team member to have a voice and make an impact. The Role We're looking for an experienced Service Desk Analyst who can resolve Level 1 requests and incidents efficiently, with minimal supervision, from day one. Your day will be a mix of working through a ticket queue and getting out to client sites for deskside support - so you'll need to be just as comfortable troubleshooting in person as you are at a desk.
Requirements
- ● and when to escalate, and take ownership of your ticket queue without needing to be micromanaged. What You'll Be Doing
- ● Owning and resolving a queue of Level 1 tickets, prioritising effectively and meeting SLAs
- ● Diagnosing and resolving common requests and incidents across Windows, Microsoft 365, and end-user devices, using documented procedures, automations, and your own experience
- ● Using automation tools to action routine requests such as account updates, access changes, and user administration - and flagging opportunities to improve or extend existing automations
- ● Regularly attending onsite client visits to provide hands-on deskside support
- ● Escalating to Level 2 and Level 3 engineers with clear, well-documented context when an issue is outside L1 scope
- ● Keeping tickets accurate and up to date, with notes that a colleague could pick up and understand immediately
- ● Spotting patterns in recurring issues and contributing to documentation, process improvements, or automation ideas
- ● At least 2-3 years' experience in a service desk or IT support role, working independently on Level 1 tickets
- ● Confident troubleshooting across:
- ● Windows operating systems
- ● Microsoft 365 (Outlook, Teams, OneDrive, Entra ID/basic admin)
- ● Core networking, user, and device fundamentals (DNS, DHCP, printers, permissions)
- ● Comfort working within ticketing systems and meeting SLA targets in a queue-based environment
- ● Strong communication skills and a customer-first mindset, especially when explaining technical issues to non-technical users
- ● Sound judgement on when to resolve, when to escalate, and when to ask for a second opinion
- ● A proactive approach to documentation, process, and using (or improving) automation Nice to have: Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 (Microsoft 365 Fundamentals), or equivalent hands-on experience in a Microsoft-stack environment. Why You'll Love Working Here Backed, not micromanaged - You're trusted to own your queue, supported by senior engineers when you need them
- ● Built on good process - Strong documentation, automation, and a team that shares knowledge rather than hoards it
- ● A real path to Level 2 and beyond - Structured progression for analysts who want to keep growing
- ● Real tools, real stack - Automation platforms, the Microsoft ecosystem, and regular onsite client work
⚡ Full Resume Sandbox Canvas