Job Description

About the Role

As a Service Desk Analyst, you’ll be the first point of contact for our customers, playing a key role in delivering reliable, responsive, and secure ICT support.

Working within our Managed Services team, you’ll resolve technical issues, support end users, and help maintain service continuity across a range of customer environments. You’ll also promote best practices in cyber security and data protection, ensuring services are delivered in line with policy and compliance requirements.

What you’ll be doing

• Acting as the primary contact for customer enquiries, resolving routine ICT issues and escalating where required
• Managing incidents and service requests through to resolution using established processes and tools
• Recording and maintaining accurate documentation to ensure data integrity and service continuity
• Supporting incident and problem management by identifying, categorising, and prioritising issues
• Monitoring service queues and escalating trends or recurring issues to improve service outcomes
• Assisting with basic security administration and responding to routine security-related requests
• Creating and maintaining knowledge base articles and service documentation
• Supporting hardware and asset management across end-user devices and IT equipment
• Contributing to continuous improvement of service standards, processes, and knowledge management

What you’ll bring

• A strong customer-first mindset with the ability to communicate clearly and build trust with users
• A collaborative approach, working effectively across teams to resolve issues quickly
• High attention to detail with a focus on accurate documentation and follow-through
• A proactive attitude to learning, development, and continuous improvement
• The ability to prioritise tasks and work efficiently in a fast-paced service environment
• Curiosity and openness to leveraging AI to enhance efficiency, reduce manual effort, and improve customer outcomes

Qualifications & Experience

• Experience in an IT support or helpdesk role (or relevant training)
• Exposure to cloud platforms such as Azure, AWS, or SaaS environments
• Strong knowledge of Windows 10/11 and Microsoft 365
• Experience troubleshooting hardware including laptops, mobile devices, conferencing equipment, and connectivity (Wi-Fi/VPN)
• Familiarity with ITSM tools (e.g. ServiceNow)
• Understanding of ITIL practices including incident, problem, and change management

Security Requirements

• Australian Citizenship is required
• Australian Government security clearance (AGSVA) Baseline or above highly desired
• Must be willing to undergo and maintain a National Police Check

Why Digital61

At Digital61, we’re not just building a company — we’re building a team that is shaping secure, cloud-first and digitally enabled outcomes across Australia.

We are an Australian-owned technology and cybersecurity business with specialists supporting government and enterprise customers. From secure cloud and managed services to cyber operations and emerging technology, we work on meaningful projects that make an impact.

Why join us?

• Work with a fast-growing organisation where your ideas can genuinely influence direction and outcomes

• Be part of a high-performing team that values collaboration, ownership and innovation

• Exposure to exciting customers and complex projects across government and enterprise sectors

• Opportunities to learn, grow and build your career alongside experienced industry leaders

• Flexible and modern ways of working focused on outcomes, trust and accountability

• Access to leading technologies across cloud, cyber, infrastructure and digital transformation

• Join a business where culture matters and people are encouraged to challenge thinking and continuously improve

At Digital61, you won’t just fill a role, you’ll help shape what comes next.

If you enjoy moving fast, solving problems and making a real impact, we’d love to hear from you.