Position: Digital Services Analyst
Australian Citizens
Role Overview:
We are seeking a Digital Services Analyst with strong service desk, desktop support, incident management and ITSM experience. The role sits between Level 1 and Level 2 support and requires someone who is technically strong, customer -focused, independent and able to hit the ground running.
The ideal candidate will have hands -on experience supporting end users, troubleshooting technical issues, managing incidents, reducing escalations, and communicating clearly with both technical teams and business users.
Key Responsibilities
• Provide L1/L2 support across digital services, desktop, telephony and end -user technologies.
• Manage incidents and service requests through ITSM processes.
• Use ServiceNow or similar ITSM tools for ticket logging, tracking, resolution and escalation.
• Troubleshoot issues related to Windows 11, M365, MFA, VPN, Citrix Cloud, mobile devices and Apple devices.
• Take ownership of incidents from initial contact through to resolution.
• Provide occasional phone -based support to end users.
• Communicate effectively using both technical language and customer -friendly language.
• Work independently while also contributing as a team player.
• Support managed end -to -end customer services in an operational delivery environment.
• Reduce unnecessary escalations through strong troubleshooting and ownership.
• Follow ITIL -aligned service management practices.
• Support desktop, infrastructure and telephony -related issues at an enterprise level.
Required Experience
• Minimum 2–3 years’ experience in an operational delivery role within an IT Service Desk environment.
• Minimum 3 years’ overall experience in Information Technology.
• Experience with incident management, ITSM and ServiceNow or similar service desk technologies.
• Desktop support experience across enterprise environments.
• Strong troubleshooting and problem -solving capability.
• Experience supporting Windows 11, Microsoft 365, MFA, VPN and mobile phone technologies.
• Citrix Cloud experience is highly desirable.
• Understanding of basic ITIL / IT Service Management concepts.
• Broad understanding of enabling infrastructure technologies at an enterprise level.
• Solid technical understanding of desktop and telephony technologies.
• Experience delivering managed end -to -end customer services.
Technical Skills
• ServiceNow / ITSM tools
• Incident Management
• Desktop Support
• Windows 11
• Microsoft 365
• MFA
• VPN
• Citrix Cloud
• Mobile device support
• Apple device support
• Telephony support
• Troubleshooting
• ITIL basics
Soft Skills
• Strong ownership mindset
• Customer -focused communication
• Ability to explain technical issues in simple business language
• Independent and proactive
• Team player
• Tech savvy
• Able to work in a fast -paced environment
• Strong attention to detail
• Able to hit the ground running
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