Service Desk Engineer | Full time

Location: Hobart (Brighton), Tasmania

Work Pattern: Monday to Friday - start time to be discussed with successful candidate + on call support (critical issues) on rotational roster

Salary: $65000 - $85000 + Super

About the Role

We are seeking a customer-focused and motivated Service Desk Analyst to join our IT team based in Brighton, Tasmania. This role is ideal for someone who enjoys problem-solving, helping others, and working in a fast-paced environment supporting a large national business.

You will be the first point of contact for over 1,000 users across 60 sites throughout Australia, providing technical support and ensuring incidents and requests are managed effectively through our IT Service Management (ITSM) platform. Working alongside our Infrastructure, Applications, and Data & Analytics teams, you'll play a critical role in keeping our business connected and operational.

As our operations run 24/7, participation in an after-hours support roster for critical business issues is required.

Key Responsibilities

• Provide first and second-level IT support to users across Australia
• Respond to support requests received via phone, email, service portal, and face-to-face interactions
• Analyse, categorise, prioritise, and resolve incidents and service requests
• Escalate complex issues to specialist teams when required
• Manage and maintain user accounts and permissions
• Support desktops, laptops, printers, mobile devices, and network connectivity issues
• Maintain accurate documentation and ticket updates within the ITSM system
• Work towards agreed service levels and key performance indicators
• Deliver outstanding customer service and technical support experiences

Essential Requirements

• Experience managing workloads against Service Level Agreements (SLAs)
• User account administration experience within Active Directory and business applications
• Strong knowledge of Microsoft 365 in a corporate environment
• Experience supporting desktop devices, printers, and network connectivity
• Knowledge of mobile device management platforms and telecommunications asset management
• Strong troubleshooting and application support skills
• Ability to complete pre-employment checks, including a criminal history check
• Full Australian working rights

Desirable Qualifications & Experience

• Previous Level 1 or Level 2 Service Desk experience using an ITSM platform
• Microsoft certifications or equivalent industry qualifications
• Tertiary qualifications in Information Technology or a related field
• Experience within the transport and logistics industry

Experience with:

• Microsoft Intune
• Microsoft 365
• SharePoint
• Active Directory
• TIPT systems
• Apple DEP
• NinjaOne

Why Join Us?

• Work with modern technologies across a national business
• Gain exposure to a diverse IT environment
• Career development and learning opportunities
• Supportive team culture with experienced IT professionals
• 40% Discount with Ringers Western when shopping online
• 15% Discount on Bridgestone Tyres
• Referral Bonuses for successful sharing a good candidate