Service Desk Analyst

Company DescriptionEliteTech Solutions (ETS) is an Australia-wide IT Managed Services Provider supporting businesses across construction and other industries with day-to-day IT management, network infrastructure, and service desk support. We help our clients run reliable, well-managed IT environments so they can focus on their core business. This is a great opportunity to join a growing MSP and work across a genuinely varied client base.
Role DescriptionThis part-time Service Desk Analyst role is an on-site position based in Melbourne CBD, working at one of our client sites. The role requires a minimum of 24 hours per week on-site, with our preferred model being 3 full days on, 2 days off — though there may be some flexibility on the exact schedule. The Service Desk Analyst will respond to incoming support requests, log and track incidents, and provide first-level technical support for hardware, software, and network issues. The role includes diagnosing problems, performing basic troubleshooting, escalating complex issues, and ensuring timely resolution while maintaining accurate documentation. Day-to-day responsibilities also involve delivering professional customer service, guiding users through solutions, and collaborating with other IT team members to improve service desk processes.
QualificationsStrong technical support and troubleshooting skills, with solid analytical ability to diagnose and resolve issuesProven customer service experience and the ability to guide users through solutions clearlyExperience in an IT service desk or helpdesk environment is beneficialFamiliarity with ticketing systems, Windows and iOS environments, and basic networking concepts is preferredClear written and verbal communication, and the ability to work collaboratively on-siteIndustry certifications (e.g. CompTIA A+, ITIL Foundation) or equivalent practical experience are an advantage