Job Description

📢 We’re Hiring: IT Service Desk Analyst

📍 Location: Macquarie Park, NSW

🕒 Employment Type: Full-time

💼 Industry: Information Technology

💰 Salary: Competitive + Benefits

Be part of something bigger. Be part of ISS.

We’re looking for an IT Service Desk Analyst to join our team — someone who values teamwork, growth and making a difference.

This Full-Time permanent role is based in our Macquarie Park corporate office.

🧭 About the Role

This role is within the IT Service Desk operation and is responsible for handling all IT related queries from ISS Corporate/Frontline staff.

As an IT Service Desk Analyst you will be responsible for delivering first‑level technical support to internal or external users. You will handle incoming queries via phone, email, or ticketing systems, diagnose issues, provide troubleshooting, escalate when necessary, and maintain documentation. The role blends technical expertise, communication skills, and ITIL‑aligned service management practices

🔧 What You’ll Do

• Act as the first point of contact for IT Technology incidents and service requests
• Prioritise and resolve issues to achieve high first-call resolution rates
• Provide end-to-end incident and request management, including escalation where required
• Maintain accurate records in Service Desk systems and meet SLA targets
• Liaise with internal teams and third-party vendors to resolve issues efficiently

Contribute to ongoing service improvements and day-to-day Service Desk operations

🎯 What We’re Looking For

• Tertiary qualifications in Information Technology or related field and/or equivalent education.
• Excellent customer service – you must be able to walk/talk customers through troubleshooting steps over the phone or through remote desktop
• Keen to learn and grow professionally in the role as part of the ISS business with an eye towards career growth.
• Ability to work both autonomously and as part of a high performing team
• Strong problem solving, decision making and analytical abilities
• Ability to multi-task, prioritize and manage time effectively
• Must be willing to work on a rotating roster
• Intermediate understanding of Windows 7 and 10
• Advanced understanding of MS Office products
• Ability to manage multiple phone calls at once, while adhering to KPI’s and SLAs in a high call volume environment.
• Sound knowledge of Active Directory
• Ability to provide support via remote assistance software
• A methodical and thorough approach to all tasks

🌟 Why Join Us?

• Competitive salary package that values your expertise.
• Onsite parking at our Macquarie Park office
• Exclusive staff discounts with a wide range of partners.
• Learning & development programs to support your career growth.
• Global career pathways – opportunities to grow within ISS worldwide.
• A positive team culture where your success is celebrated.

How to Apply:
Click on the 'apply' link and complete the online application.

Our Commitment:
ISS fosters a culture of inclusion and diversity, welcoming applications from Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, individuals from diverse cultural backgrounds, and LGBTIQA+ communities. We are committed to fair pay and a safe working environment.

Learn more about ISS in Australia and New Zealand on our website.

Please note: No agency applications are accepted