Job Description

Are you passionate about delivering great customer service and solving technical issues? We're looking for a Service Operations Analyst to join our Service Experience team, providing Level 1 support across a diverse client base and helping ensure customers receive timely, effective outcomes.

The Service Operations Analyst is responsible for providing first-line technical support, managing incidents and service requests, and ensuring all work is completed in line with agreed processes and service levels. You'll work closely with customers and internal teams to troubleshoot issues, fulfil requests, maintain accurate documentation, and contribute to a positive customer experience.

About Us

At The Missing Link, we don’t just keep up with the pace of technology - we set it. With 28+ years of innovation, a team of 200+ specialists, and the backing of global powerhouse Infosys, we’ve become one of Australia’s most awarded IT providers.

We help businesses move faster with cutting-edge Cyber Security, IT & Cloud, and AI & Automation solutions. And we are growing fast.

What you will be doing

• Provide Level 1 technical support by resolving incidents, fulfilling service requests and delivering timely outcomes in line with documented processes and SLAs.
• Manage operational support activities including user onboarding and offboarding, mailbox administration, access requests and other customer service tasks.
• Triage, prioritise and escalate tickets based on urgency, impact, customer priority and team capacity.
• Maintain accurate ticket updates, documentation and time recording while ensuring all customer communications are captured correctly.
• Work closely with customers and internal teams to deliver excellent service, contribute to knowledge sharing and support continuous improvement initiatives.

What you bring

Strong experience with:

• Microsoft technologies including Microsoft 365, Entra ID, Active Directory, Windows 10/11 and Azure administration.
• Incident management, service request fulfilment and ticket triage within SLA-driven support environments.
• User lifecycle management, access administration and day-to-day IT operational support.
• Technical troubleshooting across end-user devices, applications and cloud platforms.
• ITIL-based service delivery principles and working within documented processes.
• Remote monitoring, management and support tools within managed services or enterprise environments.
• Delivering excellent customer service through clear communication, responsiveness and attention to detail.

Requirements

Desirable Certifications

• Microsoft Certifications
• ITIL Foundation Certification

Experience

• Minimum 3 years' professional work experience, with a minimum of 1 year of experience within the IT industry.
• Previous MSP or cloud services experience is highly regarded.
• Experience providing technical support within a service desk or service operations environment.
• Experience managing user administration, access requests and operational support activities.

Skills

• Strong customer service focus with clear and professional communication skills.
• Ability to prioritise workloads and work effectively in a fast-paced environment.
• Strong attention to detail and commitment to following documented processes.
• Ability to work independently while contributing positively to a team environment.
• Quick learner with the ability to adopt new technologies, tools and processes.
• Commitment to continuous improvement, documentation and knowledge sharing.
• Strong awareness of security, risk and compliance considerations.
• Practical, outcome-focused approach to problem solving.

What's in it for you

• Join a fast-growing technology company with a strong reputation and national presence.
• Be part of a collaborative and supportive Service Experience team.
• Gain exposure to a wide range of technologies, customers and business environments.
• Ongoing learning, mentoring and career development opportunities.
• Work alongside experienced engineers and technology specialists.
• Opportunities to grow your technical and customer service capabilities within a leading IT services organisation.

If you're passionate about helping customers, enjoy solving technical challenges, and want to build your career with one of Australia's leading technology providers, we'd love to hear from you.

Benefits

We are serious about culture and it’s not just lip service. Here's what you can expect:

• Support to grow - structured onboarding, mentoring, and career development
• Flexibility - hybrid working and the tools to do your best work anywhere
• A respected name - we've got the creds, the awards, and the backing of Infosys
• A place where you are seen - we celebrate wins, recognise effort and value diverse perspectives
• Events, training, team days - because connection fuels success