Service Desk Analyst – Transitions

Centorrino Technologies

. Provide first-level support, troubleshooting, and resolution for technical issues involving hardware, software, and network systems .

Posted 10/28/2026full-timeAustraliaMid-LevelSenior💰 A$65,000 - A$70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Desk support, including troubleshooting hardware, software, and network issues, while maintaining strong customer service and communication skills. Proficient in managing end-user accounts and devices across modern platforms, with experience in ticketing systems and documentation.

Highest-signal resume keywords

IT Service Desk ExperienceCustomer Service OrientationProblem-Solving SkillsIT Service Desk Software ExperienceMicrosoft-Based Certifications

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingNetwork FundamentalsAccess ManagementPowerShell ScriptingGPO ImplementationModern Application DeploymentPrinter Fleet ManagementTicketing SystemsRemote Support SoftwareMonitoring Tools

Soft Skills

Excellent Communication SkillsStrong Customer Service SkillsAbility to Work Under PressureTime ManagementTeam Collaboration

Tools & Technologies

ConnectWiseSharePointOneDriveIT Service Desk SoftwareRemote Support Software

Certifications & Qualifications

Microsoft-Based CertificationsITIL CertificationValid Vulnerable People / Working with Children CheckPolice Check

Industry Keywords

End-User SupportIncident ResolutionKnowledge Base DocumentationEmployee Lifecycle ManagementAccess Permissions

About the role

Key responsibilities & impact

Provide first-level support, troubleshooting, and resolution for technical issues involving hardware, software, and network systems
Manage inbound and outbound calls and emails to investigate and resolve end-user issues
Triage inbound calls and tickets and escalate to senior teams when necessary
Manage end-user accounts and devices across modern platforms
Create documentation and update the internal knowledge base
Develop strong rapport with end users through email and phone while ensuring timely resolution of incidents and requests
Work with the existing team to develop and learn in areas requiring further confidence

Requirements

What you’ll need

Experience as an IT Service Desk Analyst
Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms
Strong customer service orientation and ability to work well under pressure
Strong problem-solving skills, with the ability to prioritize and manage multiple tasks simultaneously
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Experience with IT service desk software and ticketing systems is ideal
Broad experience maintaining environments, accounts, access permissions and troubleshooting issues
Exposure to networking fundamentals
Exposure to employee lifecycle and access management
Exposure to SharePoint and OneDrive management and troubleshooting
Exposure to modern application deployment
Exposure to printer fleet management
Prior experience with ConnectWise (desirable)
Prior experience with PowerShell scripting (desirable)
Hands-on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools (desirable)
Confidence implementing and updating GPOs (desirable)
Completion of Microsoft-based certifications (desirable)
Completion of an ITIL certification (desirable)
Relevant tertiary qualification in Information Technology (desirable)
Valid Vulnerable People / Working with Children Check (WWCC)
Police Check

Benefits

Comp & perks

Hybrid working with team anchor days to support collaboration
Extensive training and development opportunities that enable continual growth as part of your career planning
Extensive discounts and benefits to maximise your money
A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs
Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture
A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required