Service Desk Analyst

Description

As a member of the Service Delivery team, you will diagnose and resolve IT enquiries received via phone or electronic requests, handling incidents, events and user accounts. You will work with product, system and application owners to meet SLA commitments, escalate urgent matters, and keep end‑users informed with accurate ticket notes and status updates.

• Diagnose, resolve, and if needed, escalate IT enquiries from inbound calls or electronic requests.
• Record detailed ticket and incident notes with up‑to‑date status information.
• Identify urgent incidents, provide clear descriptions, and communicate progress to end‑users.
• Manage incidents, events, and user accounts in alignment with SLA targets.

Requirements

The ideal candidate has prior experience supporting infrastructure and applications on a service desk, can operate in a fast‑paced environment with a complex network, and delivers excellent customer service through active listening. Technical proficiency is required in Microsoft Windows 10/11, Microsoft 365, Active Directory, Exchange, Citrix, Jira Service Desk, SCCM, Intune and hardware troubleshooting.

• Previous experience providing infrastructure and applications service desk support.
• Ability to work in a fast‑paced business with a complex network.
• Strong customer service skills, including questioning and active listening.
• Proficiency with Microsoft Windows 10/11, Office 365, and Windows Defender.
• Hardware troubleshooting skills for desktops, laptops, printers, mobile devices, and peripherals.
• Knowledge of Active Directory, Exchange, Citrix, Jira Service Desk, SCCM, and Microsoft Intune.

Benefits

This is a permanent, full‑time role (38 hours per week) offering a hybrid work model with two days remote and three days in our modern Mascot office, located near cafés and public transport.

Coates provides a range of perks including career development pathways, flexible working arrangements, employee discounts, wellbeing programs, additional leave options, novated leasing, salary sacrifice, 12 weeks paid parental leave and volunteering opportunities through the Coates Foundation.

• Development and career progression pathways.
• Flexible working options (2 days work‑from‑home, 3 days in office).
• Employee discounts, benefits and wellbeing program.
• Purchased additional leave program.
• Novated leasing and salary sacrifice.
• 12 weeks paid parental leave in addition to government scheme.
• Volunteering opportunities through the Coates Foundation.

Training + Development

Interview process

Visa Sponsorship

Security clearance