L1 Service Desk Analyst (AU MSP, WFH)

About the role

We are looking for a proactive L1 Service Desk Analyst to join our team supporting an Australian MSP client. The position is fully remote, allowing you to work from the Philippines while providing first‑line support to end‑users.

Key responsibilities

• Triage incoming incidents and service requests.
• Fulfil standard L1 service requests and repeatable operational tasks.
• Perform initial L1+ troubleshooting and gather structured information before escalation.
• Follow documented processes, knowledge articles and runbooks.
• Maintain accurate ticket notes and time records.
• Collaborate with on‑shore teams to ensure smooth handover and continuity.

Required profile

• Proven L1/L2 service desk experience.
• Broad MSP knowledge across common IT environments.
• Experience supporting Windows and Microsoft 365 environments.
• Strong troubleshooting fundamentals.
• Ability to follow structured processes and workflows.
• Clear written and verbal communication in English.

Required skills

• Windows
• Microsoft 365

What we offer

• Work‑from‑home arrangement.
• Employment with ConnectOS, a Great Place to Work certified company.
• Opportunity to support a leading Australian office‑products supplier.