IT Service Desk Analyst

Location: Melbourne CBD                
Vacancy Type: Permanent, full-time       
Job reference: 494641    

Salary Offered: $ 78,731.07 +Super +Salary Packaging

Are you ready to bring your exceptional IT expertise to a role where customer focus and innovation meet? Join Yooralla’s dynamic IT Operations and Support team and make an impact!

Working as part of our IT Operations and Support team, the IT Service Desk Analyst is responsible for providing level 1 support services across desktop, network, infrastructure, application, telephony, and cloud service portfolios.

Reporting to the IT Infrastructure & Operations Team Lead, this critical role focuses on delivering customer-centric support services. As the first point of contact for all IT support queries, you’ll resolve service requests and incidents while ensuring details are accurately captured, classified, prioritised, and escalated within Yooralla’s IT Service Management Lifecycle. This role is based at our Melbourne CBD Head Office, with occasional travel to other Yooralla locations.

What you'll Do

• Provide responsive and courteous IT support via phone, email, and in person.
• Triage, resolve, and escalate level 1 service requests and incidents within SLA.
• Log and document all IT requests, ensuring adherence to ITSM processes.
• Support network devices, Microsoft 365, Windows Server, and cloud platforms.
• Manage user provisioning, assist in audits, and contribute to IT training programs.
• Participate in deployments, business continuity exercises, and daily IT operations.

What You'll Need

• Qualifications: Bachelor’s degree in IT or relevant experience. ITIL certification is a plus.
• Experience: 2+ years in technical support with expertise in DNS, DHCP, Active Directory, and Microsoft Azure.
• Strong understanding of IT systems, customer focus, and a proactive mindset.
• Requirements: Current Police Check, driver’s license, and international check (if applicable).

Sounds Like You?

Click 'Apply Now' below, or contact Brenton James, brenton.james@yooralla.com.au on +61 3 9916 5820  for more information. 

With over 100 years of experience, Yooralla is Victoria’s leading disability service provider, fostering an inclusive culture that values diversity. We empower individuals and create meaningful opportunities, encouraging applications from all backgrounds, including people with disabilities, LGBTQIA+ individuals, and Aboriginal and Torres Strait Islander communities.

Find out more about our work culture and what we do.