Service Desk Analyst (Service Hub)

Location: Cairns

We are not your typical service desk team. We are customer obsessed, technically sharp and delivery focused, and we are looking for a Service Desk Analyst to join our Service Hub, the centralised support practice that keeps Orro's managed services running for clients across Australia. This is not a script reading, ticket bouncing role. You will own problems end to end across network, cloud, collaboration and end user environments, and you will be the first voice clients hear when something matters to them.

About Orro

We're an Australian success story, now close to 500 people strong, delivering secure, end to end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia's biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day.

Our mission? To create "future now" solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they're with. But more than that, we know that real impact comes from connecting people, not just machines. That's why we take the time to understand our clients; how they work, what matters to them, and where they're headed so we can deliver not just what they need today, but what they'll need next.

With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, the Philippines and the UK, Orro is known for delivering future ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.

What You'll Be Doing

You will be the single point of contact for clients and internal teams across Orro's managed services portfolio, owning incidents, service requests and general enquiries from first contact through to resolution. You will combine frontline support with genuine technical triage and investigation across network, cloud, collaboration and end user computing, working closely with the NOC, Cloud Engineering and Collaboration teams to drive fast, accurate outcomes. The role runs on a structured roster covering 7 days a week, 365 days a year, and may include onsite support across Orro's Australian client base. Your work directly protects availability, performance and customer satisfaction.

• Act as the first point of contact for incidents, service requests and general enquiries across phone, email, chat and portal, owning each ticket through to resolution or appropriate escalation

• Apply logical troubleshooting, fault isolation and diagnostics to restore service quickly across network, cloud, collaboration and end user environments

• Log, categorise, prioritise and update tickets accurately within the ITSM platform, managing ticket aging and escalating to SLA or business impact

• Drive the highest achievable first contact and first level resolution by documenting and reusing known fixes, workarounds and approved AI tools

• Escalate to the NOC, Cloud Engineering and Collaboration teams with clear context, diagnostic notes and reproduction steps, and join incident bridges for high severity issues

• Create and maintain Knowledge Base Articles, CRM records and configuration records as a byproduct of daily work, and contribute to continual service improvement

• Provide reliable onsite technical support across the Australian client base when rostered, addressing hardware, software and connectivity issues professionally

What You'll Bring

The Essentials

• One to two years minimum experience in an IT Service Desk or complex customer support environment

• Strong troubleshooting capability across network, cloud, collaboration and end user technologies, with a high level understanding of routers, switches, firewalls, servers and endpoints

• Excellent verbal and written communication with a genuine customer service and client outcomes focus

• Familiarity with ITSM tools and ticket workflows such as ServiceNow, OTC or Jira Service Management, plus working knowledge of Microsoft 365 Admin Centre, Active Directory and basic Azure

• Understanding of ITIL principles across Incident, Request, Change and Problem Management, and willingness to work rostered shifts across 7 days, 365 days a year

• Based in or able to reliably commute to Cairns

Bonus Points

• Cisco CCNA or Fortinet NSE 4 or 5 certification

• Microsoft, CompTIA A+, Network+, Azure Fundamentals, HDI or SDI certification

• ITIL Foundation certified, or exposure to project coordination or early life support of new client transitions

Even if you don't tick every box, don't let that hold you back. If this sounds like your kind of challenge, we'd genuinely love to hear from you.

Why Orro?

At Orro, we're proud to support our people and the people who matter most to them in meaningful and inclusive ways. From public holiday swaps that embrace family and cultural diversity, to generous parental and caregiver leave, flexible work options, and company wide mentoring, we're here to help you thrive at every stage of life. We also invest in the future through our Emerging Leaders Development Program, nurturing the next generation of talent from within.

On top of that, you'll enjoy 3 days of paid volunteer leave each year, novated leasing, employee discounts, and full access to our wellbeing platform packed with expert fitness plans, nutrition tips, and tools to help you feel your best, inside and out.

Note: The role is subject to state and federal police background checks. Applicants must have the unrestricted right to work in Australia. Visa sponsorship is not available for this position.