Service Desk Analyst
AtturraCouncil of the City of Sydney, New South Wales, Australia12 days ago
Job descriptionBased in Sydney Full time opportunity Onsite Must have driver’s licence 2 years prior experience in a Service Desk or Network Operations Centre (NOC), preferably in a business‑to‑business environment. Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions. Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded. Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking, and enterprise applications. Competent in supporting end‑user environments and working within a structured IT support framework (e.g., NOC / Service Desk). Familiarity with the ITIL framework and service management best practices. Demonstrated problem‑solving and analytical skills, with a methodical and customer‑focused approach. Ability to manage stakeholder expectations and build strong working relationships. Clear, confident communication skills suited to working with a broad range of users, including executives. Flexible and adaptable in fast‑paced and evolving support environments. Ticket management, SLA adherence, and escalation procedures Differentiating incidents from service requests Use of standard scripts and procedures for common scenarios Contribution to and use of internal knowledge base (ServiceNow) Active Directory account unlocks, password resets MFA setup, SSPR troubleshooting New user setup and termination processes Email access and distribution list management VPN, remote access, and printer support Exchange admin tasks : forwarding, autoreplies Basic software installs and licensing Imaging and deploying devices Diagnosing DNS, IP, Wi‑Fi, and general network issues Peripheral support : monitors, docks, headsets VoIP / softphone setup Laptop and desktop performance optimisation Phishing incident handling DLP policies and data handling compliance Role‑based access and permissions Reporting security breaches and remote work policies Understanding of internal locations, branches, and common security groups CCNA or equivalent networking certification Microsoft Advanced Certifications (e.g., MS‑102) HP Technician or equivalent hands‑on hardware support certification Cisco Partner Support experience or relevant Cisco certifications Exposure to security practices including phishing awareness, MFA, DLP, and access control Experience with Intune deployments, device imaging, and endpoint configuration
Add expected salary to your profile for insights
The Service Desk Analyst offers technical support to clients, addressing Level 1 / 2 issues and escalating as necessary. This role involves daily interaction with end‑users, requiring efficient problem‑solving and customer service skills to ensure a positive support experience. Analysts are expected to work within defined SLA timelines and follow ITIL‑aligned service desk protocols.
Key Responsibilities
- Promptly respond to, diagnose and troubleshoot incoming service desk requests and queries which can be via phone, customer self‑service, email, remote support or walk‑in.
- Accurately receive, log and action service requests for standard IT services according to established procedures and timeline.
- Provide support with user onboarding and offboarding processes including access provisioning and termination.
- Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently.
- Participate in ongoing knowledge sharing and contribute new or updated knowledge articles.
- Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system (e.g., ServiceNow).
- Escalate complex or unresolved issues to Level 2 or 3 support teams, following established escalation workflows.
- Provide excellent customer service with a professional and empathetic approach in all interactions.
- Perform other duties as assigned by the Service Desk Manager or Team Lead.
Working Conditions
What will make you successful in this role?
Core Service Desk Operations (ITIL 4, CX Training, Jira, ServiceNow)
User Access Management (MS‑900)
Application Support (MS‑900, AZ‑900)
Hardware & Network Support (AZ‑900, MD‑102)
Security & Compliance (SC‑900 – Optional / Desirable)
Company‑Specific Knowledge (Provided on onboarding)
Certifications
Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and Inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.
#J-18808-Ljbffr
Create a job alert for this search
Service Desk Analyst • Council of the City of Sydney, New South Wales, Australia
Related jobs
- Promoted
Service Desk Analyst - Sydney
GrainCorpCouncil of the City of Sydney, New South Wales, Australia Providing Level 1 / 2 technical support to over 2,500 internal users and contractors, ensuring smooth IT operations and enabling business functions.
Respond to and resolve IT incidents and service req...Show moreLast updated: 22 days ago
- Promoted
Service Desk Manager
Michael PageSydney, New South Wales, Australia Get AI-powered advice on this job and more exclusive features.Exciting opportunity working at forefront of a leading global organisation.
Attractive renumeration and benefits.Exciting opportunity wo...Show moreLast updated: 30+ days ago
- Promoted
L1 Service Desk Analyst - Microsoft Managed Services
QuorumCouncil of the City of Sydney, New South Wales, Australia L1 Service Desk Analyst – Microsoft Managed Services at Quorum, based in Sydney, NSW.This role provides first-line technical support to customers across Microsoft environments, assisting with incid...Show moreLast updated: 26 days ago
- Promoted
Service Desk Analyst
Liquor Marketing GroupCouncil of the City of Sydney, New South Wales, Australia Direct message the job poster from Liquor Marketing Group.Service Desk Analyst - North Ryde, Sydney.LMG Liquor Marketing Group is one of Australia’s leading independent liquor retail groups, operat...Show moreLast updated: 13 days ago
- Promoted
IT Service Desk Officer
NSW GovernmentCouncil of the City of Sydney, New South Wales, Australia Job Description - IT Service Desk Officer (0000B3DS).IT Service Desk Officer - 0000B3DS.Ongoing Full-Time opportunity available.
Deliver hands-on tech support where service excellence meets real imp...Show moreLast updated: 9 days ago
- Promoted
Service Desk Engineer
Tata Consultancy ServicesCouncil of the City of Sydney, New South Wales, Australia Direct message the job poster from Tata Consultancy Services.HR IT & NON IT Recruitment & HR Executive & Interview Coordinator.
Join Tata Consultancy Services, Asia Pacific and be part of an organiz...Show moreLast updated: 19 days ago
- Promoted
IT Service Desk Team Leader
Australian Military Bank LtdSydney, New South Wales, Australia Established in 1959 and with over 56,000 members we're a Mutual organisation supported by a dedicated group of hard-working professionals.
By looking at our service, products and digital capabilitie...Show moreLast updated: 30+ days ago
- Promoted
Service Desk Analyst L1 - New South Wales
BrennanCouncil of the City of Sydney, New South Wales, Australia Service Desk Analyst L1 - New South Wales at Brennan, Sydney, New South Wales, Australia.The role provides excellent customer service and comprehensive technical support as the first point of conta...Show moreLast updated: 26 days ago
- Promoted
Technical Service Desk Engineer
RigNetCouncil of the City of Sydney, New South Wales, Australia At Viasat, we’re on a mission to deliver connections with the capacity to change the world.For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries arou...Show moreLast updated: 9 days ago
- Promoted
Level 2 Service Desk Engineer
efexCouncil of the City of Sydney, New South Wales, Australia Ready to take the next step in your IT career?.At efex, no two days are the same.You’ll work across a variety of client environments, get hands-on with cutting-edge technologies, and be backed by a...Show moreLast updated: 29 days ago
- Promoted
ITDS Service Desk Analyst Casual
UTS College LimitedCouncil of the City of Sydney, New South Wales, Australia We currently have the opportunity for Service Desk Analysts to join the Service Desk team on a casual basis, reporting to the Service Desk Team Leader.
You willrespond to incidents and requests for ...Show moreLast updated: 6 days ago
- Promoted
Desk Deal Analyst (Sales Finance)
SaltCouncil of the City of Sydney, New South Wales, Australia Deal Desk Analyst (Sales Finance Analyst).Our client, a renowned global SaaS provider, is revolutionising customer experiences through leading marketing automation platforms and innovative AI solut...Show moreLast updated: 26 days ago
- Promoted
Service Desk Lead
Tata Consultancy ServicesCouncil of the City of Sydney, New South Wales, Australia Advanced experience in Server operating systems; Red Hat Enterprise Linux, Microsoft Server.Advanced experience in Virtualisation technologies (VMware, HyperV) leading to enterprise designs.Advance...Show moreLast updated: 15 days ago
- Promoted
Service Desk Specialist
NineNorth Sydney Council, New South Wales, Australia Nine is Australia’s largest locally owned media company.Working at Nine, you’ll have access to a unique range of experiences and opportunities, helping drive the success of the country’s most trust...Show moreLast updated: 28 days ago
- Promoted
Service Desk Engineer
Canary ITCouncil of the City of Sydney, New South Wales, Australia Get AI-powered advice on this job and more exclusive features.This range is provided by Canary IT.Your actual pay will be based on your skills and experience — talk with your recruiter to learn mor...Show moreLast updated: 5 days ago
- Promoted
Trading Desk Applications Support Analyst
Anton Murray ConsultingCouncil of the City of Sydney, New South Wales, Australia Our client is a large, diverse financial services firm seeking a.Trading Desk Applications Support Analyst.Capital Markets Brokerage Trading Applications.
This position requires OMS [Order Managemen...Show moreLast updated: 9 days ago
- Promoted
Technical Service Desk Engineer
ViasatCouncil of the City of Sydney, New South Wales, Australia At Viasat, we’re on a mission to deliver connections with the capacity to change the world.For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries arou...Show moreLast updated: 9 days ago
- Promoted
Level 2 Service Desk Engineer
Digital Armour CorporationNorth Sydney Council, New South Wales, Australia We're Digital Armour, a multi-award-winning Australian technology leader transforming businesses through AI consulting, business applications, and managed services.
We partner with Microsoft, Telstr...Show moreLast updated: 12 days ago