Service Desk Analyst

🌟 Kickstart Your Tech Career as a Service Desk Analyst! | Newcastle 🌟

Are you passionate about ICT support and delivering exceptional customer service? We are seeking a motivated individual to join our clients team in Newcastle as a Service Desk Analyst!

This is your chance to be the crucial first point of contact, resolving technical issues and connecting customers with the right solutions.

💻 Key Details

• Role: Service Desk Analyst (First-Level Technical Resolution)
• Business Unit: EDConnect, Service & Channels
• Pay Rate: $35.15 per hour
• Contract: 12th Jan 2026 – 26th Jun 2026 (with potential for extension)
• Hours: 35 hours/week on a rotational roster between 8:00am - 5:00pm
• Training: 1-2 weeks of mandatory on-site training is required.
• Work Model: A hybrid (50% Office / 50% WFH) or 100% Office model.

🔑 Key Responsibilities

As a Service Desk Analyst, you will be the vital link between customers and technology, serving as the first-level technical resolution point for all reported ICT-related incidents.

• Providing first-level technical resolution and support.
• Troubleshooting basic ICT hardware and software issues for users.
• Clearly communicating technical information to customers with varying levels of technical skill.
• Delivering a high standard of customer service in every interaction.
• Working with other internal technology units to manage and resolve incidents.

✔️ Your Desired Skills & Experience

We are looking for candidates who can demonstrate a strong alignment with the core elements of the role, particularly in customer service and technical support:

• Customer Service Excellence: A strong, proven focus on delivering a high level of customer service.
• Technical Troubleshooting: Demonstrated ability to troubleshoot basic ICT hardware and software.
• Service Desk/Contact Centre Experience: Demonstrated operational service desk or contact centre experience.
• Clear Communication: Ability to clearly communicate and convey technical information to customers.
• Outcome Delivery: Proven ability to successfully deliver outcomes to an agreed schedule.
• Bonus Skill: Preferred (but not essential) knowledge of the Remedy helpdesk framework.
• Australian Citizenship is required for this position.

📋 Apply Now!

Does this opportunity sound right for you? Please "Apply Now" or reach out to Maddy Hellawell with any questions at maddy.hellawell@randstad.com.au

Your application should be concise and directly address how your skills match the nature of the role (i.e., customer service & contact centre experience).

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.