Digital Services Analyst (Australian Citizen)
Position: Digital Services Analyst
Australian Citizens
Role Overview:
We are seeking a Digital Services Analyst with strong service desk, desktop support, incident management and ITSM experience. The role sits between Level 1 and Level 2 support and requires someone who is technically strong, customer-focused, independent and able to hit the ground running.
The ideal candidate will have hands-on experience supporting end users, troubleshooting technical issues, managing incidents, reducing escalations, and communicating clearly with both technical teams and business users.
Key Responsibilities
- Provide L1/L2 support across digital services, desktop, telephony and end-user technologies.
- Manage incidents and service requests through ITSM processes.
- Use ServiceNow or similar ITSM tools for ticket logging, tracking, resolution and escalation.
- Troubleshoot issues related to Windows 11, M365, MFA, VPN, Citrix Cloud, mobile devices and Apple devices.
- Take ownership of incidents from initial contact through to resolution.
- Provide occasional phone-based support to end users.
- Communicate effectively using both technical language and customer-friendly language.
- Work independently while also contributing as a team player.
- Support managed end-to-end customer services in an operational delivery environment.
- Reduce unnecessary escalations through strong troubleshooting and ownership.
- Follow ITIL-aligned service management practices.
- Support desktop, infrastructure and telephony-related issues at an enterprise level.
Required Experience
- Minimum 2–3 years’ experience in an operational delivery role within an IT Service Desk environment.
- Minimum 3 years’ overall experience in Information Technology.
- Experience with incident management, ITSM and ServiceNow or similar service desk technologies.
- Desktop support experience across enterprise environments.
- Strong troubleshooting and problem-solving capability.
- Experience supporting Windows 11, Microsoft 365, MFA, VPN and mobile phone technologies.
- Citrix Cloud experience is highly desirable.
- Understanding of basic ITIL / IT Service Management concepts.
- Broad understanding of enabling infrastructure technologies at an enterprise level.
- Solid technical understanding of desktop and telephony technologies.
- Experience delivering managed end-to-end customer services.
Technical Skills
- ServiceNow / ITSM tools
- Incident Management
- Desktop Support
- Windows 11
- Microsoft 365
- MFA
- VPN
- Citrix Cloud
- Mobile device support
- Apple device support
- Telephony support
- Troubleshooting
- ITIL basics
Soft Skills
- Strong ownership mindset
- Customer-focused communication
- Ability to explain technical issues in simple business language
- Independent and proactive
- Team player
- Tech savvy
- Able to work in a fast-paced environment
- Strong attention to detail
- Able to hit the ground running
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