Secure Agility is an Australian, Sydney-based IT managed services and cybersecurity provider. We help Australian organisations expose risk, prevent threats, detect incidents, and respond quickly — and we run the cloud, infrastructure, and networks that keep them operating.

We deliver outcomes across:

• Cyber Security (GRC, SOC, IR, Pen Testing)
• Cloud & Infrastructure (AWS, Azure, private cloud, hybrid, Kubernetes)
• AI & IoT (edge, automation, data integration)
• Digital Advisory & Managed Services
• Telco & Secure Hosting

As a Service Desk Analyst, you are responsible for providing technical support and troubleshooting for customers in a Managed Service Provider (MSP) environment. This role requires strong problem-solving skills, excellent communication, and the ability to work in a fast-paced, multi-client setting.

The analyst will respond to incidents, service requests, and general IT enquiries while ensuring a high level of customer satisfaction.

What you'll do

•  Providing comprehensive support, acting as the first point of contact for all IT related queries, handling incoming calls, e-mails, and tickets through the ITSM system.
• Troubleshooting hardware and software issues, providing timely resolutions, in line with service level agreements (SLAs).
• Performing system monitoring, reviewing alerts, and taking appropriate action as required
• Escalating complex problems to appropriate technical teams.
• Providing End Users with a high level of Customer Service throughout all communications. Keeping customers informed of progress and any required actions from their side.
• Documenting all incidents, requests and solutions in detail within the ITSM system to ensure accurate tracking and reporting of issues.
• Management of assigned tickets, prioritising and sharing tickets to other technical employees when necessary.
• Assisting with onboarding new employees by setting up accounts, configuring devices, and providing necessary training on systems.
• Monitoring service desk performance metrics to ensure compliance with SLAs and identifying areas for improvement.
• Assisting the team in maintaining network security and ensuring optimal uptime for servers and systems.
• Assessing impact of technical changes and managing implementation if appropriate.
• Maintaining an up-to-date knowledge base of known issues and resolutions to enhance the efficiency of the service desk operations.
• Supporting end user operating systems/applications.
• Diagnosing issues and providing recommendations for modifications to resolve faults.
• Providing technical information to Service Delivery Managers if required.
• In addition to direct support tasks, you may also participate in various IT projects aimed at enhancing overall service delivery or implementing new technologies that benefit the user experience within Secure Agility.
• Attending client sites on a roster basis for managed services customers.
• Participating in the afterhours support team rotation.
• Other duties as directed by the Service Desk Team Lead

What you'll bring

• A minimum of 1-2 years' experience in a technical support or service desk role.
• Experience with ticketing systems (e.g., Autotask, ServiceNow, JIRA).
• Hands-on experience supporting end-users in a corporate environment.
• Prior involvement in incident management and escalation processes.
• Exposure to hardware maintenance and repair tasks.
• Participation in user training sessions or knowledge transfer initiatives.
• Knowledge of operating systems (Windows, Active Directory, Exchange, macOS, Linux) and common applications.
• Knowledge of troubleshooting mobile devices and iPhones and Android.
•  Strong customer service and communication skills.
•  Proficiency in troubleshooting hardware and software issues.
•  Familiarity with ITIL framework and service desk operations (ideally ITIL certified).
•  Experience with remote desktop support tools.
•  Relevant vendor certifications and tertiary qualifications in IT.
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