Service Desk Analyst (Level 1) – Managed Services

At Mangano IT, we design, deliver, and support progressive technology solutions that help Australian businesses thrive.

We're a Microsoft-focused Managed Service Provider with a reputation for solving complex problems while keeping things human. Our team is collaborative, values-driven, and deeply committed to our clients' success. We're large enough to offer stability and cutting-edge projects, yet small enough for every team member to have a voice and make an impact.

We're looking for an experienced Service Desk Analyst who can resolve Level 1 requests and incidents efficiently, with minimal supervision, from day one.

Your day will be a mix of working through a ticket queue and getting out to client sites for deskside support — so you'll need to be just as comfortable troubleshooting in person as you are at a desk.

You'll bring solid technical foundations and sound judgement, know when to solve and when to escalate, and take ownership of your ticket queue without needing to be micromanaged.

• Owning and resolving a queue of Level 1 tickets, prioritising effectively and meeting SLAs

• Diagnosing and resolving common requests and incidents across Windows, Microsoft 365, and end-user devices, using documented procedures, automations, and your own experience

• Using automation tools to action routine requests such as account updates, access changes, and user administration — and flagging opportunities to improve or extend existing automations

• Regularly attending onsite client visits to provide hands-on deskside support

• Escalating to Level 2 and Level 3 engineers with clear, well-documented context when an issue is outside L1 scope

• Keeping tickets accurate and up to date, with notes that a colleague could pick up and understand immediately

• Spotting patterns in recurring issues and contributing to documentation, process improvements, or automation ideas

• At least 2-3 years' experience in a service desk or IT support role, working independently on Level 1 tickets

• Confident troubleshooting across:

  • Windows operating systems

  • Microsoft 365 (Outlook, Teams, OneDrive, Entra ID/basic admin)

  • Core networking, user, and device fundamentals (DNS, DHCP, printers, permissions)

• Comfort working within ticketing systems and meeting SLA targets in a queue-based environment

• Strong communication skills and a customer-first mindset, especially when explaining technical issues to non-technical users

• Sound judgement on when to resolve, when to escalate, and when to ask for a second opinion

• A proactive approach to documentation, process, and using (or improving) automation

Nice to have: Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 (Microsoft 365 Fundamentals), or equivalent hands-on experience in a Microsoft-stack environment.

🌱 Backed, not micromanaged — You're trusted to own your queue, supported by senior engineers when you need them
🧠 Built on good process — Strong documentation, automation, and a team that shares knowledge rather than hoards it
🚀 A real path to Level 2 and beyond — Structured progression for analysts who want to keep growing
🔧 Real tools, real stack — Automation platforms, the Microsoft ecosystem, and regular onsite client work
🤝 People-first culture — We care about our clients and our team in equal measure

Our values guide how we work every day: Progressive, Effective, Accountable, Steadfast.

• You've got 2-3+ years of service desk experience and are ready to work a ticket queue with autonomy

• You're comfortable splitting your time between the desk and client sites

• You take pride in clean, well-documented ticket work and clear escalations

• You're looking for a genuine next step toward Level 2

If you're an experienced Service Desk Analyst looking for a role where you're trusted, supported, and given real ownership — we'd love to hear from you.

Apply now and bring your experience to Mangano IT.

Add code MITSDA26 to the bottom of your resume in your application.