Service Desk Analyst

Department: Service Delivery
Location: Perth, Western Australia
Employment Type: Full-time
Reports To: Sam Okoro, Service Desk Team Lead

About the Role

Join NexusPoint Systems as our newest Service Desk Analyst and become the first point of contact for our growing client base across Western Australia. As part of our 6-person Service Delivery team, you'll provide tier 1 technical support while gaining exposure to cloud technologies, cybersecurity tools, and enterprise IT infrastructure that serves organisations from 50-500 employees.

This role is perfect for an IT graduate who enjoys problem-solving and wants to build their career in a fast-growing managed services environment. You'll work directly with Sam Okoro, our experienced Service Desk Team Lead, in a collaborative team that values learning and professional development.

With NexusPoint expanding our cybersecurity capabilities and pursuing larger enterprise contracts, this is an exciting time to join our team and grow alongside the business.

Key Responsibilities

• First-Line Support: Handle incoming support tickets via phone, email, and our ticketing system, providing timely resolution for common IT issues
• Microsoft 365 Administration: Manage user accounts, distribution lists, SharePoint permissions, and basic Exchange configurations
• Hardware & Software Troubleshooting: Diagnose and resolve desktop, laptop, printer, and mobile device issues for clients
• Documentation: Maintain accurate ticket records, update knowledge base articles, and document recurring issues and solutions
• Client Communication: Provide clear, professional communication to end-users, ensuring they understand resolution steps and preventive measures
• Escalation Management: Identify complex issues requiring tier 2 support and ensure smooth handover to senior technical staff
• Monitoring Support: Assist with basic system monitoring and alert triage using our RMM tools
• Asset Management: Help maintain client hardware and software inventories in our PSA system

What You'll Bring

Essential Requirements: - Degree in Information Technology, Computer Science, or related field (recent graduates encouraged to apply) - Strong understanding of Windows 10/11, macOS, and Microsoft 365 suite - Experience with Active Directory basics, including user account management - Excellent verbal and written communication skills with ability to explain technical concepts to non-technical users - Customer service mindset with patience and empathy when dealing with frustrated users - Basic networking knowledge (TCP/IP, DNS, DHCP concepts) - Ability to work independently while knowing when to escalate issues

Desirable Skills: - ITIL Foundation certification or willingness to obtain - Experience with ticketing systems (we use ConnectWise Manage) - Familiarity with remote support tools - Basic PowerShell scripting knowledge - Understanding of cybersecurity fundamentals

What We Offer

• Competitive Salary: $55,000 - $65,000 + superannuation based on experience
• Professional Development: Annual training budget, certification support, and mentorship from senior team members
• Career Growth: Clear pathway to tier 2 support roles and specialisation opportunities in cybersecurity or cloud architecture
• Flexible Work: Hybrid working arrangements after successful probation period
• Team Environment: Small, collaborative team where your contributions are recognised and valued
• Modern Tools: Access to latest technology and industry-standard tools for learning and development
• Benefits: Health insurance subsidy, annual team events, and casual dress code

How to Apply

Ready to start your IT career with a growing managed services provider? Send your resume and a brief cover letter explaining why you're interested in joining the NexusPoint team to careers@nexuspoint.com.au.

Please include "Service Desk Analyst" in the subject line and tell us about a time you helped someone solve a technical problem.

We review applications as they arrive and will contact suitable candidates within one week. NexusPoint Systems is an equal opportunity employer committed to building a diverse and inclusive team.

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