Senior Service Desk Analyst

About Intuit Technologies

Intuit Technologies is a Tasmanian-founded technology services provider supporting organisations across Australia.

We deliver managed IT services, cyber security, cloud solutions, project services, consulting, and procurement. Our team works with a diverse range of customers, helping them get the most from their technology while delivering reliable, secure and modern ICT environments.

We're proud of our culture, our people and the long-term relationships we've built with customers. We invest in professional development and provide opportunities for our people to grow their careers across service delivery, engineering, cyber security, projects and consulting.

What We Offer

• Interesting work across a diverse customer base and technology stack.

• A collaborative team that values knowledge sharing and continuous learning.

• Opportunities to contribute to service improvements, automation and operational initiatives.

• Support for professional development and industry certifications.

• Exposure to leading technology platforms and vendor partnerships.

• Career growth opportunities across multiple technical and delivery disciplines.

• A culture built around service, accountability, and customer outcomes.

The Role

We are seeking an experienced and motivated Senior Service Desk Analyst to join our National Service Desk team.

This role is suited to someone who enjoys solving technical problems, working directly with customers, and helping other team members succeed. You'll work across a broad range of technologies and customer environments, handling incidents, service requests and escalations while contributing to the day-to-day operation of the Service Desk.

As a senior member of the team, you'll be expected to lead by example, provide guidance to other analysts and help maintain the high standard of service our customers expect. You'll also contribute to improving how the Service Desk operates by identifying opportunities to streamline processes, improve efficiency, enhance documentation, and make better use of automation.

This is not an entry-level position. We're looking for someone with proven Service Desk or Managed Services experience who can work independently, make sound decisions, and take ownership of issues through to resolution.

Key Responsibilities

• Manage and resolve incidents, service requests and alerts across a diverse customer base.

• Provide advanced troubleshooting across Microsoft, endpoint, networking and infrastructure technologies.

• Act as an escalation point for more complex technical issues.

• Deliver exceptional customer service and maintain strong customer relationships.

• Collaborate with engineers, project teams, vendors and other internal teams to achieve positive outcomes.

• Maintain accurate ticket, time and service records.

• Communicate effectively with customers, colleagues and vendors.

• Contribute to technical documentation and knowledge base articles.

• Support and mentor Service Desk team members.

• Identify opportunities to improve service delivery and customer experience through operational efficiency.

• Contribute to automation and continuous improvement initiatives that reduce manual effort and improve outcomes.

• Participate in onsite support activities when required.
   

Skills & Experience

• Relevant IT qualifications (or equivalent experience) and 3+ years in Service Desk/IT Support ideally in an MSP environment

• Strong Microsoft 365, Windows, Active Directory, networking, cloud and infrastructure support experience.

• Excellent troubleshooting, customer service, and communication skills.

• Understanding of service management, SLA delivery and ticket prioritisation.

• Ability to work independently, support team members and deliver continuous improvement.

• ITIL Foundation and relevant Microsoft certifications highly regarded.

The Person

You are an experienced IT support professional who is comfortable dealing with both technical challenges and customers.

You take ownership of your work, communicate well, remain calm under pressure and enjoy working as part of a team. You're willing to share knowledge, support your colleagues and help maintain a positive team culture.

You don't just resolve tickets. You're someone who looks for better ways of doing things, helps improve team processes and contributes to making the Service Desk more efficient and effective over time.

If you're looking for an opportunity to apply your experience, continue developing your skills and be part of a team that values service, accountability, and continuous improvement, we'd love to hear from you.