Service Desk Analyst - Level 1
Summary
Level 1 Service Desk Analyst providing first-line IT support (phone, email, tickets, face-to-face) for staff at a global healthcare organisation in Melbourne CBD. Day to day involves logging incidents in Freshservice, administering Active Directory and Microsoft 365 accounts, and troubleshooting Windows, Office, hardware, and basic network issues.
Salary: $70,000 + Super
📍 Melbourne CBD
💰 $70,000 + Super
🕒 Permanent Full-Time
🏢 Hybrid Working Available
Join a Global Organisation Where IT Makes a Difference
We're partnering with a well established global organisation operating within the health care sector. Due to continued growth, they're looking for an Service Desk Analyst to join their Melbourne based Technology team.
This role is ideal for someone with around 1-2 years of IT support experience who enjoys troubleshooting technical issues, delivering great customer service, and building a long term career in infrastructure and end user support.
You'll work closely with experienced IT professionals in a collaborative environment, gaining exposure to modern technologies while supporting a large national user base.
What You'll Be Doing
As part of the Service Desk team, you'll be responsible for providing first line support to staff across the business, ensuring issues are resolved efficiently and professionally.
Key responsibilities include:
- Providing Level 1 desktop and Service Desk support via phone, email, ticketing system, and face-to-face interactions
- Logging, prioritising, and managing incidents and service requests through Freshservice
- Supporting user onboarding and offboarding activities, including account creation and access management
- Administering user accounts in Active Directory and Microsoft 365
- Troubleshooting Windows, Office applications, email, hardware, and basic network connectivity issues
- Setting up and maintaining laptops, monitors, printers, and other end-user devices
- Escalating complex issues to senior engineers and infrastructure teams when required
- Assisting with system monitoring and routine operational checks
What We're Looking For
We're keen to speak with candidates who combine strong customer service skills with a genuine passion for technology.
Ideally, you'll bring:
- Around 1-2 years' experience in a Service Desk, Help Desk, Desktop Support, or customer focused IT support role
- Experience supporting Windows 10/11 environments
- Exposure to Microsoft 365, Outlook, and Active Directory
- Experience working with ticketing systems such as Freshservice, ServiceNow, Zendesk, or Jira
- Strong troubleshooting and problem solving skills
- Excellent written and verbal communication abilities
- A positive, team oriented attitude and willingness to learn
Essential Requirements
- Australian Citizen or Permanent Resident
- Ability to obtain a satisfactory National Police Check
What's In It For You?
This is an opportunity to join a supportive team that genuinely invests in developing its people.
You'll receive:
- Ongoing mentoring from experienced IT leaders
- Exposure to enterprise technologies including Microsoft 365, Citrix, Intune, and endpoint management tools
- Clear career progression opportunities within a larger technology function
- Hybrid working flexibility
- Modern Melbourne CBD offices close to public transport
- Stable, long term permanent employment with a globally recognised organisation
Apply Now
If you're looking for a role where you'll continue building your technical capabilities while working in a supportive and collaborative environment, we'd love to hear from you.
Apply now if this sounds like you.