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 password resets, network issues and device troubleshooting. The role is customer‑focused, operating under defined Service Level Agreements to ensure rapid resolution and a positive user experience.

Key responsibilities

• Answer end‑user calls, emails, chats or self‑service inquiries and log each incident.
• Coordinate with second‑level support teams to achieve end‑to‑end incident resolution.
• Provide accurate, up‑to‑date information to users and maintain detailed records.
• Deliver real‑time floor support to front‑line analysts.
• Tri­age issues with resolver teams and assist in problem fixing.
• Train new hires and conduct refresher sessions for existing staff.
• Generate reports based on business requirements.
• Perform basic troubleshooting on desktop hardware, Windows 10/11, macOS, VDI, Citrix, Microsoft Office Suite, Microsoft Exchange, printers, scanners and mobile devices (iPhone, iPad, Android).

Required profile

• Strong customer‑service orientation with a focus on exceeding expectations.
• Willingness to work on shifting schedules.
• Ability to work within defined SLAs and deliver timely solutions.

Required skills

• Windows 10
• Windows 11
• macOS
• VDI
• Citrix applications
• Microsoft Office 2016
• Microsoft Office 365
• Microsoft Exchange
• Microsoft 365
• iPhone
• iPad
• Android