Service Desk Analyst

  • Australia
  • Australian Capital Territory
  • Contract
  • Negotiable

About the Role
We are seeking an Associate level Service Desk Analyst to deliver high-quality, customer-focused IT support services across a national organisation. This role provides first and second-level technical assistance, ensuring timely resolution of incidents and service requests while contributing to the continuous improvement of a knowledge-driven support model. The successful candidate will play a key role in transforming the Service Desk into a mature, user-centric platform that enhances business efficiency and aligns with PSPF compliance requirements.

Key Duties

  • Provide technical support across core enterprise platforms, including:
  • Microsoft 365 (Exchange Online, Teams, Intune, Azure AD)
  • Microsoft Dynamics (CRM, Finance & Operations – On-Premises and Online)
  • Microsoft Azure Services (APIM, Power Platform, Azure Storage)
  • Collaborate with third-party vendors to manage escalated tickets and ensure timely resolution of referred issues.
  • Participate in formal change management processes, including documentation, impact assessment, testing, and implementation coordination.
  • Ensure all support activities comply with information security policies and PSPF requirements

Skills and Experience Required

    • Minimum of 2-3 years’ experience in a Service Desk or technical support role within a medium to large enterprise environment.
    • Demonstrated proficiency in ServiceNow or equivalent ITSM platforms, with solid understanding of incident, request, and change workflows.
    • Strong technical knowledge of Microsoft enterprise technologies, including Microsoft 365, Azure, and Dynamics.
    • Excellent interpersonal and communication skills with a strong customer service focus.
    • Ability to work both independently and collaboratively within a geographically dispersed team.
    • ITIL v4 Foundation certification (preferred) and familiarity with ITIL practices and service management principles.

Application Process
If you would like to apply, please contact Emma on 0413 507 344 or email emma.gibbons@talentinternational.com.

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