Service Desk Analyst

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024-2025 and one of the Best Places to Work Medium & Large Size in Australia for 2025, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our Small and Medium Business team in Coburg.

Our Service Desk Analyst (SDA) plays a crucial role in IT support within CT and our clients. Their primary responsibility is to provide technical assistance and support to end-users experiencing issues with computer systems, software, and hardware in the Small and Medium Business team.

What you'll do:

• Supporting the Service Desk Manager and Service Desk team in day to day tasks.
• Provide technical support to internal users via phone, email, or other communication channels
• Collaborating with your peers who reside in technical and client-facing teams to achieve successful outcomes for the customer
• Troubleshoot hardware and software issues and provide timely resolutions
• Ensure incidents are prioritised and resolved within agreed service levels
• Serving as an escalation and contact point for our customers, removing roadblocks, and addressing technical and non-technical queries in a prompt manner
• Building and maintaining relationships with our customers, predominantly remotely, through various engagements
• Communicate effectively with users to understand and resolve their technical issues
• Follow up with users to ensure their issues are resolved and provide updates on progress
• Reviewing, assessing and presenting monthly service delivery reporting, ensuring key SLAs and deliverables are met, or providing suggestions where improvements can be made

What you'll bring:

• 2-3 years experience in a Service Desk Analyst or IT Support role is essential.
• Experience in a managed services environment is desirable.
• Understanding technical issues and jargon and able to translate this back to customers
• Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
• Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
• Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
• Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.

 Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• Hybrid working (for majority of our roles) with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.