Service Desk Analyst - Transitions

Job Description

Description \n
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Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

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At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our Transitions team in Australia.

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As an IT Service Desk Analyst, you will be responsible for providing first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems.

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Requirements \n
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What you’ll be do:

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• Manage inbound and outbound calls and emails to investigate and resolve end user issues.
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• Triage inbound calls and tickets and escalate to senior teams when necessary.
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• Manage end user accounts and devices across modern platforms
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• Creating, updating, and maintaining relevant client documentation in line with best practice standards and mentoring junior team members.
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• Create documentation and updating internal knowledge base.
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• Developing strong rapport with the end user during each engagement via email and phone while ensuring a timely resolution on their incident or request.
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What you’ll bring:

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• Experience as an IT Service Desk Analyst
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• Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms
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• Strong customer service orientation and ability to work well under pressure
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• Strong problem-solving skills, with the ability to prioritize and manage multiple tasks simultaneously
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• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
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• Experience with IT service desk software and ticketing systems is ideal
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• A broad range of experience maintaining environments, accounts, access permissions and troubleshooting issues.
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• Have some exposure to the following and a keen willingness to work with the existing team to develop and learn in areas you are not confident:
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• Networking fundamentals
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• Employee lifecycle and access management
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• SharePoint and OneDrive management and troubleshooting
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• Modern application deployment
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• Printer fleet management
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Desriable:

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• Prior experience with ConnectWise
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• Prior experience with PowerShell scripting
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• Hands-on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools.
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• Confidence implementing and updating GPOs
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• Completion of Microsoft based certifications
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• Completion of an ITIL certification
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• Relevant tertiary qualification in Information Technology
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Benefits \n
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Why You'll Love Working Here:

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Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

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• Hybrid working with team anchor days to support collaboration
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• Extensive training and development opportunities that enable continual growth as part of your career planning.
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• Extensive discounts and benefits to maximise your money.
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• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
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• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
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CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

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Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.