Service Desk Analyst

Service Desk Analyst

Avant is seeking a customer-focused Service Desk Analyst to join our IT team. As the first point of contact for IT support across Australia, you’ll provide first and second-level technical support while delivering a high level of customer service.

Key responsibilities

• Provide first and second-level IT support via face-to-face, Microsoft Teams, phone and email.
• Manage incidents and requests through Freshservice, ensuring timely resolution within agreed SLAs.
• Set up and support laptops, desktops, mobile devices and meeting room/AV equipment.
• Provide support across Microsoft 365 and other business applications.
• Manage user access, including employee onboarding and offboarding.
• Maintain IT asset records, knowledge articles and user documentation.
• Provide new starter IT inductions and training as required.
• Support IT security, compliance and access management requirements.
• Take ownership of incidents and requests, keeping users informed throughout the process.

About you

You’ll be a customer-focused IT professional who enjoys troubleshooting and helping people. You’ll bring:

• Experience in a Service Desk, Help Desk or similar IT support role.
• Strong technical troubleshooting and problem-solving skills.
• Experience supporting Microsoft 365 and a range of IT applications.
• Excellent communication and customer service skills.
• The ability to prioritise competing requests and work within SLAs.
• A proactive approach and strong sense of ownership.
• Experience with Freshservice or another IT service management platform is desirable.

If you’re passionate about technology, enjoy solving problems and want to make a difference to the people you support, we’d love to hear from you.