Service Desk Analyst

About efex

efex stands as a prominent IT and digital services provider across Australia, with over 20 local branches and a robust national footprint. We specialize in delivering tailored IT, print, and communication solutions that empower businesses to operate more efficiently and effectively. Our culture revolves around being approachable, business-focused, and placing people—both clients and team members—at the heart of everything we do.

Role Overview

The Service Desk Analyst will be instrumental in supporting the IT infrastructure of our clients, ensuring smooth and uninterrupted system operations. This full-time position is based in Sydney and involves engaging with various clients and technologies daily, providing a dynamic and stimulating work environment.

Key Responsibilities

• Deliver superior IT support coupled with excellent customer service to clients.
• Diagnose and resolve technical issues across multiple technology platforms.
• Handle service requests and incident management using Salesforce.
• Maintain comprehensive records including ticket notes, timesheets, and other documentation.
• Implement security best practices during service delivery.
• Collaborate with team members to ensure seamless service provision.

Candidate Profile

Successful candidates will have a background in MSP or internal IT service roles with strong client engagement capabilities. Essential competencies include:

• Proficiency in workstation troubleshooting.
• Experience with Active Directory and Microsoft 365 support.
• Knowledge of backup and recovery methodologies.
• Familiarity with remote monitoring and management software.
• Understanding of servers, switches, routers, firewalls, and storage solutions.
• Hands-on experience with Azure and VoIP technologies.

On a personal level, candidates should be eager to continuously learn emerging technologies, possess a positive customer service attitude, communicate effectively, and handle fast-paced work while staying organized.

Benefits and Culture

• Competitive remuneration aligned with skills and experience.
• A supportive, grounded team culture valuing collaboration and respect.
• Additional leave benefits, including birthday leave and wellbeing leave of up to two days annually.
• Clear pathways for career growth, whether through technical skill advancement, project involvement, or leadership roles.
• Engaging and varied work with exposure to new clients and technological challenges regularly.

Additional Information

Please be aware that candidates who proceed to the final stages will need to complete a National Police Check as part of the hiring process.