PLEASE NOTE YOU NEED TO OBTAIN SATISFACTORY AFP NATIONAL POLICE CHECK CERTIFICATE PRE-EMPLOYMENT

Esri Australia is the exclusive local distributor of Esri’s world-leading Geographic Information System (GIS) software and a key member of the Boustead Geospatial Group (BGG)—the largest network of ArcGIS specialists outside the United States.
Our cutting-edge geospatial technology is transforming the way we work, live, and interact with the world, helping shape a better future. As we continue to grow and evolve, we’re looking for exceptional talent to drive our mission forward.

We’re looking for a proactive and collaborative team player to step into a key role within our IT support team. As the Senior Service Desk Analyst, you’ll act as the go-to escalation point for the Service Desk and help ensure the team stays aligned with business priorities. You’ll play a hands-on role in delivering excellent support, guiding others, and helping drive continuous improvement across the function.

Here’s what a typical day will look like:

• Act as the main escalation point for technical issues, customer complaints, and SLA risks within the Service Desk team.
• Oversee daily team priorities to ensure SLAs are met and governance processes are followed.
• Triage and allocate service desk requests appropriately, ensuring accurate categorisation and timely resolution.
• Lead onboarding and training of new team members to maintain high service standards.
• Drive continuous improvement through ITIL-aligned practices, SOP reviews, and process optimisation.
• Coordinate vendor requests, hardware procurement, and support seamless user onboarding.
• Support cybersecurity and ISMS audit tasks, ensuring compliance and timely completion.