Help Desk & IT Support - Exclaim IT

About the role

This Support Analyst role offers the opportunity to provide frontline IT service support across digital platforms. You’ll be the first point of contact for users needing assistance, responsible for resolving incidents, managing service requests, and maintaining accurate support records. This is a hands-on role where customer service, attention to detail, and process improvement are key.

Key Responsibilities

Deliver first-level service desk support for digital platform users

Administer user access in accordance with access management controls

Monitor and respond to service requests from a shared inbox

Log and manage incidents, requests, and changes using Jira and Confluence

Support knowledge sharing and process improvement initiatives

Communicate with users and stakeholders in a clear and professional manner

Promote inclusivity and contribute to better outcomes for diverse communities

Skills and experience

Ability to manage tasks and priorities in a high-volume support environment

Strong communication skills — both written and verbal

Team player with the ability to work independently when needed

Comfortable using ticketing systems and following ITSM practices

A proactive approach to personal and professional development

Desirable

ITIL certification or training

Experience with Atlassian Jira, Jira Service Desk, and Confluence

Understanding of user access and security protocols

Benefits

Supportive, inclusive, and diverse workplace culture

Flexible work options and a focus on work-life balance

Opportunities for learning, growth, and skill development

Contribute to real-world outcomes that impact communities

Employee wellbeing programs and a commitment to respectful workplaces

Contact details

For a confidential chat, please contact George on 0498 476 677 or via email at gwright@exclaim-it.com.au. We would be more than happy to provide you with additional information and assist in the application process.