Service Desk Analyst – Hybrid (AU Offshoring)

About the role

We are looking for a Service Desk Analyst to provide first‑line IT support for an Australian disability services client. The position is hybrid, with a schedule aligned to Philippine Standard Time (6:00 AM – 3:00 PM PHT). You will work closely with the IT Manager, Level 2 support staff, and external vendors to keep user environments running smoothly.

Key responsibilities

• Troubleshoot end‑user desktop, application, printer, hardware, software, and connectivity issues and ensure timely resolution.
• Support device provisioning, deployment, and replacement activities as required.
• Log, prioritize, and track incidents using the 4me/Xurrent ticketing system, leveraging the knowledge base for first‑call resolution.
• Collaborate with the IT Manager, Level 2 support, and vendors to resolve escalated problems and coordinate device rollouts.
• Assist in monitoring and maintaining Microsoft 365, Teams, SharePoint, Intune, and Autopilot environments.
• Maintain and enhance the knowledge base, FAQs, user guides, and technical documentation.

Required profile

• Strong English communication and customer‑service skills.
• Proactive problem‑solver with attention to detail.
• Reliable team player who can work independently and follow processes through to completion.

Required skills

• Minimum 2 years experience in IT support or service desk, preferably in an Australian or U.S. environment.
• Experience with 4me or Xurrent (or similar ITSM ticketing system).
• Hands‑on experience supporting Microsoft Intune, Microsoft 365 applications, and Active Directory.
• Knowledge of computer hardware, printers, operating systems, and Microsoft SharePoint.