Service Desk Analyst

About this role

We are looking for a passionate IT professional with great interpersonal skills to provide first line support in our national team on a contract basis until December 2026 based in our Melbourne office. This role is responsible for providing operational support for delivery and support in the maintenance, development and acquisition of computer and telecommunication systems within Grant Thornton Australia.

Key responsibilities

• First call communication, documentation and resolution for incidents and service desk requests, according to defined service level objectives and procedures
• Provide initial support for investigating and resolving hardware and software faults and escalation when required
• Identify reoccurring issues, provide support in determining root causes and address as appropriate
• Track and document progress of incidents and service desk requests ensuring progress is communicated in an appropriate and timely manner with internal stakeholders
• Be flexible in working hours to support the business needs and participate in the after-hours roster

Skills & experience

• Experience working in a similar IT role, within a professional environment with a minimum of 300 users
• A proven track record working collaboratively in a team environment whilst providing a wide range of administration and support services
• Knowledge of Windows Server with exposure to desktop and business applications
• Familiarity with workstation environments & technologies such as: Microsoft Windows, Microsoft Office, Mobile technology support, Active Directory, Microsoft Azure and notebook hardware
• A commitment to quality and first class client service
• Demonstrated capacity to manage work priorities, problem solve, adhere to deadlines, achieve agreed targets, and maintain strict confidentiality
• High level oral and written communication skills
• IT qualification and/or relevant combination of qualifications and experience within the IT field

Inclusive Recruitment

We are committed to ensuring our recruitment process is inclusive and accessible for anyone who wishes to apply, and we warmly encourage applications from individuals from diverse backgrounds including Aboriginal and/or Torres Strait Islanders, those in the LGBTQI+ community and individuals who identify as having disability or who are neurodivergent. For recruitment support information and to learn more about Diversity, Equity and Inclusion at Grant Thornton, please visit the relevant resources.