IT Service Analyst

About the Role:

We are seeking an experienced and qualified IT Service Analyst to join our IT Services team. This role will report to the IT Services Manager and will play a critical part in delivering and supporting IT network infrastructure, troubleshooting incidents, and ensuring seamless IT service delivery.

Benefits

Annual Salary: $75,000 - $80,000 plus superannuation 

Task & responsibilities

Key Responsibilities:

• Serve as the primary point of contact for IT service inquiries and issues.
• Monitor, manage, and resolve IT service requests and incidents using Freshservice ITSM tools.
• Provide Level 3 support for IT network infrastructure management and maintenance.
• Provision IT network hardware, including firewall routers, switches, and Wifi access points.
• Ensure compliance with ITIL best practices (v4) for service delivery.
• Log and track IT incidents, conduct root cause analysis, and document resolutions.
• Coordinate IT changes to ensure minimal disruption to operations.
• Analyze IT service data to identify opportunities for improvement and report insights.
• Engage with internal stakeholders and external vendors to ensure high-quality service delivery.
• Maintain and update IT service documentation and knowledge base articles.

Qualification & experience

Skills and Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
• Proven experience working with ITSM tools, preferably Freshservice.
• Strong understanding of ITIL frameworks (ITIL v3 or v4 certification is highly regarded).
• Demonstrated knowledge of incident, problem, and change management processes.
• Solid technical expertise in business IT network infrastructure architecture.
• Experience with Microsoft 365, Active Directory, and cloud platforms (AWS, Azure).
• Excellent analytical, problem-solving, and communication skills.
• Strong documentation skills and the ability to manage multiple priorities under pressure.
• Ability to travel within the Sydney region (10-15% of the time).
• Valid driver’s license.
• Australian Citizenship or Permanent Residency preferred.

Additional Requirements:

• At least 3 years of experience working within an IT team providing IT services and operational support.
• Physical capacity to lift up to 5kg.