Service Desk Analyst Newcastle

We are looking for an enthusiastic and experienced Service Desk Analyst (Australian Citizen required) ready to advance their this role you will provide initial technical support to end-users and clients and can step into the role of a Desktop Engineer assisting with face-to-face support at client sites on a regular schedule.
You will be responsible for troubleshooting resolving and escalating IT-related issues across various systems ensuring top-tier service and support. As the first point of contact for technical assistance you will focus on timely issue resolution and delivering excellent customer service.

Key Responsibilities:
Respond promptly and professionally to service desk requests via phone email chat and ticketing systems.
Diagnose troubleshoot and resolve Level 1/Level 2 incidents and requests related to hardware software network and other technical issues. Accurately document all user interactions solutions and outcomes within the ticketing system.
Escalate complex issues in accordance with established escalation protocols.
Collaborate with team members and support vendors to resolve issues swiftly and effectively.
Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
Assist with onboarding and offboarding processes including user account setup configuration and access management.
Provide on-site support as needed either on an ad-hoc basis or as part of regular client engagements.

Working Conditions and requirements:

• Location Newcastle (Onsite role):
• Permanent Full-Time
  
  
• Australian Citizen required
• Baseline clearance preferred

What will make you successful in this role

1. Technical Expertise
Core Systems: Strong foundational knowledge of hardware troubleshooting operating systems (Windows/macOS) and enterprise software applications. Remote Tools & RMM: Hands-on experience with remote support and RMM suites specifically Screen Connect Automate and TeamViewer.
Virtualization & Remote Access: Experience managing and troubleshooting Virtual Machines (VMs) (e.g. VMware Hyper-V) and enterprise virtualization platforms such as Citrix Virtual Apps and Desktops.
Microsoft Administration (Hybrid & Cloud): Familiarity with administering and troubleshooting Microsoft 365 cloud environments and hybrid infrastructure components (e.g. user provisioning access management and cloud directory services).
Networking & Wi-Fi: Foundational networking concepts (TCP/IP DNS DHCP VPNs) and experience troubleshooting office/enterprise Wi-Fi solutions.
2. Customer Service & Communication
Exceptional verbal and written communication skills with the ability to build rapport quickly over phone chat and email.
A deeply empathetic approach to end-user frustration guiding non-technical users smoothly through troubleshooting steps.
3. Analytical & Critical Thinking
Proven problem-solving capabilities backed by strong critical thinking skills to objectively evaluate complex symptoms separate root causes from surface errors and navigate unfamiliar multi-tenant technical environments.
4. Team Collaboration
A strong collaborative mindset eager to share knowledge support peers during high-volume periods and actively contribute to team-wide goals.

Desirable Attributes:
5 years of experience in an MSP IT helpdesk or customer-facing technical environment. Education: Bachelors degree in information technology Computer Science or a related field.
Certifications: Vendor certifications (e.g. Microsoft Associate level Certifications ITIL Foundation) are highly desirable reflecting commitment to professional development and technical expertise.

Why is this an exciting opportunity

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia giving you a strong foundation to fulfil your career ambitions.
We currently have 1300 professionals working across Australia New Zealand Singapore Hong Kong and USA who are using innovation to lead the way.

The Managed Services division of Atturra provides leading Hybrid IT Private Cloud and Connectivity services backed by decades of industry experience. Our expertise combined with the strength of our people makes us one of the most complete and prominent as-a-service providers in the market.

This is your chance to make an impact. Come and join our talented and creative team of change makers to redefine the future through technology.

What our people say:

We are working towards a very bright future.Its a company with vision and a promising future.

Why youll love working here

Culture of possibility
At Atturra we embrace innovation within our teams fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture where everyone is encouraged to achieve success through collaboration continuous learning and smart work practices.
A strong set of company values
Our culture is reflected by our employees who demonstrate camaraderie innovation dedication respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits
Employee benefits recognition and wellbeing platform
Career growth via succession planning internal promotions and mentorship opportunities
Ongoing investment in professional development through industry and technology certifications and study assistance
Mental health support through our Employee Assistance Program
Support for family and caring responsibilities including paid parental leave
Employee referral program with monetary incentives offered

Commitment to Diversity Equity and Inclusion
At Atturra we are committed to addressing the digital skills gap and championing diversity equity and inclusion. We welcome applications from individuals of all backgrounds including Veterans Aboriginal and Torres Strait Islander people people with disability members of the LGBTQI community culturally diverse individuals and other underrepresented groups.

Supporting Australias veterans
We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australias veteran community by enhancing recruitment support retention and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.

What our people say: Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.

How to apply
All applications must be submitted online via our Careers page. Late applications or those sent by email will not be prioritised. Please ensure your application is complete and that you have answered all required questions before submitting.

Pool
This recruitment process may also be used to create a talent pool for similar ongoing or temporary opportunities that may arise within the next 12 months.

Recruitment Agencies and Headhunters

Our Talent Acquisition team is managing this recruitment process and will reach out if additional support is required. Atturra only accepts referrals from agencies on our official supplier list via the Agency Portal. To participate agencies must complete our procurement process hold an approved fee agreement and be formally invited by the Talent Acquisition team for a specific vacancy.
Submissions made outside of this process will not be considered. We also request that agencies do not contact Atturra employees outside the Talent Acquisition team regarding hiring matters.

Agencies interested in joining our official supplier list may send an expression of interest to Please note our supplier list is reviewed annually.