Service Desk Analyst

Service Desk Analyst Avant mutuaSydney, NSW, AU Service Desk Analyst

Avant is seeking a customer-focused Service Desk Analyst to join our IT team. As the first point of contact for IT support across Australia, you'll provide first and second-level technical support while delivering a high level of customer service.

Key responsibilities

• Provide first and second-level IT support via face-to-face, Microsoft Teams, phone and email.
• Manage incidents and requests through Freshservice, ensuring timely resolution within agreed SLAs.
• Set up and support laptops, desktops, mobile devices and meeting room/AV equipment.
• Provide support across Microsoft 365 and other business applications.
• Manage user access, including employee onboarding and offboarding.
• Maintain IT asset records, knowledge articles and user documentation.
• Provide new starter IT inductions and training as required.
• Support IT security, compliance and access management requirements.
• Take ownership of incidents and requests, keeping users informed throughout the process.

About you

• Experience in a Service Desk, Help Desk or similar IT support role.
• Strong technical troubleshooting and problem-solving skills.
• Experience supporting Microsoft 365 and a range of IT applications.
• Excellent communication and customer service skills.
• The ability to prioritise competing requests and work within SLAs.
• A proactive approach and strong sense of ownership.
• Experience with Freshservice or another IT service management platform is desirable.

Equal Opportunity Employer

Avant supports doctors so they can serve Australia's diverse communities.

Having diversity in our workforce brings valuable perspectives and strengthens our ability to support healthcare professionals.

We therefore welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse communities, LGBTQIA+ individuals, people with disabilities, and those with caring responsibilities.

Our inclusive workplace is somewhere everyone can succeed.