About Company
Empowering exceptional customer experiences is at the core of Career.zycto. We’re a dynamic technology solutions provider committed to innovation and operational excellence, supporting a diverse client base across various industries. For a Service Desk Analyst, this means a vibrant environment rich with learning opportunities, exposure to cutting-edge technologies, and direct impact on user satisfaction. Join a team where your problem-solving skills are valued, your growth is encouraged, and your contributions directly fuel our success and the smooth operation of our clients’ critical systems. We believe in fostering a supportive culture where every team member thrives.
Job Description
Are you a proactive and customer-focused IT professional looking for an immediate opportunity to make a significant impact? Career.zycto is urgently seeking a skilled Service Desk Analyst to join our vibrant team in Melbourne CBD. This is a critical role responsible for providing first-class technical support to our internal staff and external clients, ensuring the seamless operation of their IT infrastructure. You’ll be the first point of contact for all technical inquiries, troubleshooting issues, and delivering timely resolutions to maintain high levels of user satisfaction. We’re looking for someone who thrives in a fast-paced environment, possesses excellent problem-solving abilities, and has a genuine passion for technology and helping others. If you’re ready to jump into a challenging yet rewarding role where your expertise is truly valued, and you can contribute directly to operational efficiency and client success, then we want to hear from you. This position offers a fantastic opportunity to expand your technical skill set, work with diverse systems, and grow your career within a supportive and innovative company.
Key Responsibilities
- Provide first-line technical support via phone, email, and in-person for all hardware, software, and network-related issues.
- Log, prioritize, track, and resolve IT service requests and incidents using our ticketing system (Jira Service Desk).
- Perform basic troubleshooting for desktop applications (MS Office Suite, O365), operating systems (Windows, macOS), and network connectivity.
- Escalate complex issues to senior support teams and collaborate effectively to ensure timely resolution.
- Assist with user account management, password resets, and access permissions.
- Configure, deploy, and maintain end-user workstations, laptops, and mobile devices.
- Document solutions, update knowledge base articles, and contribute to IT policy and procedure improvement.
- Educate users on best practices and self-service options to minimize future incidents.
- Participate in on-call rotation or after-hours support as required (infrequently).
- Contribute to continuous improvement initiatives for the service desk operation.
Required Skills
- Minimum 1 year of experience in an IT Service Desk or Help Desk role.
- Proficiency with Windows operating systems (Windows 10/11) and Microsoft Office 365 applications.
- Strong understanding of basic networking concepts (TCP/IP, DNS, VPN).
- Experience with IT ticketing systems (e.g., Jira Service Desk, ServiceNow, Zendesk).
- Excellent verbal and written communication skills with a strong customer service focus.
- Demonstrated ability to troubleshoot and resolve technical issues independently.
- Ability to work effectively both independently and as part of a team.
- Exceptional problem-solving and analytical abilities.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with remote support tools and methodologies.
- Familiarity with cloud environments (e.g., Azure, AWS).
- Knowledge of macOS and basic Apple hardware troubleshooting.
- Tertiary qualification in Information Technology or a related field.
Perks & Benefits
- Competitive salary package with regular performance reviews.
- Opportunities for professional development and continuous learning.
- Modern office environment in the heart of Melbourne CBD.
- Collaborative and supportive team culture.
- Employee assistance program for health and wellbeing.
- Regular team social events and activities.
- Access to the latest technologies and tools.
How to Apply
If you are a driven Service Desk Analyst ready for an immediate challenge and meet the above criteria, we encourage you to apply now! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application.
