End User Service Desk Analyst

About the role

The End User Service Desk Analyst provides first‑level technical support to ANZ employees and subcontractors, handling incidents, service requests and troubleshooting across a range of desktop and mobile environments. The role is customer‑focused, ensuring issues are resolved within agreed Service Level Agreements.

Key responsibilities

• Answer end‑user calls, emails, chats and self‑service inquiries.
• Diagnose, resolve and log incidents, escalating to second‑level teams when needed.
• Provide real‑time floor support to front‑line analysts.
• Triaging problems with resolver teams and delivering fixes.
• Deliver training for new hires and conduct refresher sessions.
• Generate reports based on business requirements.
• Perform basic troubleshooting on desktop hardware, software, VDI, Citrix, printers, scanners and mobile devices.

Required profile

• Proven experience as a helpdesk technician, preferably in a global support function.
• Strong understanding of computer systems, mobile devices and related technologies.
• Ability to diagnose and resolve basic technical issues under pressure and shift work.
• Excellent communication skills with a strong customer orientation.

Required skills

• Windows 10 and Windows 11
• macOS
• VDI and Citrix applications
• Microsoft Office Suite (2016, Office 365)
• Microsoft Exchange and Microsoft 365
• Printers, scanners and other peripherals
• iPhone, iPad and Android mobile devices