ICT Service Desk Analyst

Select how often (in days) to receive an alert: Salary: $71,786 to $78,355 + Superannuation + salary packaging benefits Leave benefits include 20 days Annual Leave, 15 days Personal Leave Employment status: Full-time, ongoing (Monday to Friday) Job number: 3263 Hey you! We’re looking for a motivated and customer-focused ICT Service Desk Analyst to support the smooth delivery of ICT services across genU. This role plays a key part in ensuring efficient day-to-day service desk operations and a high-quality support experience for staff. As a key member of the genU ICT team, the ICT Service Desk Analyst is responsible for providing a high level of support and customer service to staff through advanced troubleshooting, maintenance, and configuration of ICT systems. Your ability to investigate issues thoroughly, communicate effectively, and deliver high-quality customer service will be essential to success in this role. Acting as the primary escalation point for ICT Service Desk Operators, the ICT Service Desk Analyst provides 2nd level support and takes ownership of the end-to-end resolution of escalated ICT service desk requests. You’ll work closely with System Administrators, Application Analysts, Vendors, and other ICT team members to provide assistance across technical disciplines. With a proactive and solutions-focused approach, you will contribute to enhancing the IT Service Management platform while supporting the Service Delivery Manager to foster continuous improvement in Service Desk processes and work practices, maintain compliance and drive operational excellence by ensuring incidents and requests are resolved within SLA and Service Desk Operator KPIs are met. This position suits someone with leadership qualities, a strong technical knowledge, sound problem-solving ability, and a customer-first mindset. You’ll play an important role in ensuring ICT services are delivered efficiently, accurately, and in line with genU’s values. At genU, we’re a profit-for-purpose organisation, reinvesting our success back into programs to create real social impact. From disability and aged care support to community-focused initiatives, we’re here to help people live their best lives. To comply with the Right Fit for Risk (RFFR) Cyber Security Accreditation requirements, applicants for this role must be Australian citizens or permanent residents. Unfortunately, applications from candidates who do not meet this requirement cannot be considered. What you’ll do Provide end-to-end support and resolution for assigned and escalated ICT service desk requests within agreed SLAs Deliver advanced troubleshooting, maintenance, and configuration across hardware, software, systems, and user access issues Monitor ICT systems and service desk trends, identifying opportunities to improve service delivery, processes, and ITSM efficiencies Support Service Desk Operators through regular coaching, performance conversations, and achievement of goals, KPIs and objectives Monitor Service Desk metrics and KPIs to proactively highlight and address performance concerns, while recognising high performers Act as the primary escalation point for Service Desk Operators, working closely with ICT teams, vendors, and stakeholders to resolve complex issues Maintain accurate service desk records, documentation, knowledge base articles, and training materials to support staff and ICT operations Deliver high-quality customer service through proactive communication, regular updates, site support visits, and strong stakeholder engagement Contribute to continuous improvement initiatives, emergency response protocols, team collaboration, and professional ICT service delivery aligned with genU values (You’ll also need an NDIS Worker Screening Check and Orientation Module Certificate – but don’t worry, we’ll help guide you through this.) What you’ll bring Tertiary qualifications in Information Technology and/or extensive experience in a relevant field Strong ICT knowledge across telephony, hardware, software, networking, and enterprise applications, with experience troubleshooting, configuring, and maintaining systems Excellent problem-solving, communication, and customer service skills, with the ability to engage empathetically with a diverse range of users Proven ability to support and train end-users, while driving service improvement, innovation, and collaborative ICT support practices Advanced experience with IT Service Management platforms, including reporting and workflow management Bonus Points for Experience with Microsoft technologies, cloud platforms, server virtualization, and enterprise infrastructure including Active Directory, Office 365, Hyper‑V, VMware, SCCM, Windows Server, and hosted telephony systems Proven ability to configure and troubleshoot corporate mobile devices, enterprise applications, and ICT environments, with functional experience in SAP software Relevant certifications in infrastructure, operating systems, or networking highly regarded Previous supervisory experience with coaching, performance conversations, and motivating teams ITIL Foundations training Why you’ll love working at genU At genU, our differences make us stronger. We celebrate all kinds of diversity and the unique perspectives each of us brings. We’re committed to creating a welcoming, safe, and respectful space where everyone feels valued and can thrive. You’ll also get Salary packaging - up to $15,900 tax‑free plus meal/entertainment benefits Discounts - savings at 450+ retailers including Coles, Woolworths & JB Hi‑Fi University Study Discount - Enjoy a 25% fee reduction for undergraduate and postgraduate courses at Torrens University. Wellbeing support - 24/7 access to a holistic employee assistance program Referral bonus - bring great people with you and be rewarded 15 days personal leave – 5 days extra to National Employment Standards* Ready to make a difference? Click apply to complete your application. Don’t wait to apply! We are reviewing applications as they come in. You can view the full position description on the genU careers pageHERE (only available from our careers page). We are committed to ensuring an accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our team at View email address on click.appcast.io or at (03) 5249 6114 #J-18808-Ljbffr