Atturra

Service Desk Analyst

Atturra

full-time

Posted on:

Location Type: Office

Location: Perth • 🇦🇺 Australia

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Job Level

JuniorMid-Level

Tech Stack

ITSMServiceNow

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Career growth via succession planning, internal mobility programs, and mentorship opportunities.
  • Ongoing investment in professional development through industry certifications.
  • Employee benefits, recognition, and wellbeing platform.
  • Mental health support through our Employee Assistance Program.
  • Support for family and caring responsibilities, including paid parental leave.
  • Employee referral program, with monetary incentives offered.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootinguser onboardinguser offboardingaccess provisioningMicrosoft 365Active DirectoryMFAVPNITSMITIL
Soft skills
customer serviceproblem-solvinganalytical skillscommunication skillsstakeholder managementrelationship buildingflexibilityadaptability