Service Desk Analyst

Denver Technology is a specialist technology consultancy headquartered in Perth, with offices in Brisbane and London. For more than 35 years, we have partnered with organisations across the energy, resources and broader asset-intensive industries to deliver practical, high-value technology solutions both in Australia and internationally.

At Denver Technology, you’re not just a number. You’ll work with experienced, down-to-earth professionals, have the chance to make a real impact and be trusted to own your work. If you enjoy solving meaningful problems and want to be part of a team that values integrity, quality, and collaboration, come and join the team

About the role:

(Fixed-term contract: 12 months)

This Service Desk Analyst role is a suited to individuals looking to grow their skill set in supporting computer systems including end user compute and infrastructure (servers/networking). This role will see you as the front line to handle client requests, including phone calls/emails/support tickets/in person requests.

The role requires good communication skills, and an aptitude for troubleshooting. SMB level IT knowledge and pre-existing experience are advantageous. The position is primarily centered around supporting Denver’s MSP client base but will also require regular onsite work within client offices (potentially for extended periods) in the Perth metropolitan area. There is a requirement for on-call (after hours) availability on a rotating roster as well as flexibility around start/finish times within a 12-hour coverage period (6am-6pm). The standard shift period is 8 hours plus breaks.

What we offer

• Competitive Salaries: Employees can expect competitive and benchmarked salaries, ensuring fair compensation for their skills and contributions.     


• Training and Certification Budgets: We invest in the professional growth of our people by allocating budgets for training and certification.   


• Employee Assistance Programme: An Employee Assistance Programme is in place to support the well-being and mental health of employees.


• Active Social Club and Social Events: We foster a vibrant social culture with an active social club.    


• Regular Celebrations: We take pride in acknowledging and celebrating both our achievements and our people.
  
  

Key Responsibilities

• Field incoming requests from end users via phone/email/ticketing system.


• Attend client sites and online meetings providing technical expertise and guidance supporting other team members as needed.


• Contribute to Denver Technology’s organisational training goals for vendor partnerships (Microsoft, Cisco etc).


• Create detailed case notes for tickets.


• Clarify nature and symptoms of incident and gathering further information.


• Troubleshoot cases to resolution or escalate as needed to senior resources.


• Maintaining end-user documentation and updating appropriate policies and procedures.


• Maintain service level agreements as defined per client.

Essential Skills

• Progress towards technical qualification, such as CCNA, or Microsoft Certifications


• Pass in secondary education level English.


• Understanding of Windows desktop operating systems and common user applications (e.g. Microsoft Office).


• Understanding of TCP/IP networking at local area network (LAN) and Internet gateway level.
  


• At least 2-3 years proven experience in IT support/help desk role
  
  

Preferred Skills and Attributes

• Familiarity with end-point security and protection tools (e.g. patching, anti-virus).


• Some exposure to Microsoft server operating systems and Active Directory.


• Experience in working with clients in the mining/resources or Oil/Gas industries


• Excellent verbal and written communications skills.


• Excellent interpersonal skills.


• Ability to work in a team environment.

 Unsolicited emails and resumes from recruiters will not be accepted