Service Desk Analyst - Transitions
At a glance
Mid-level IT Support & Helpdesk role at Centorrino Technologies. Remote, Australia · full-time · no salary stated · we estimate A$85,000–A$120,000 across Australia.
Centorrino Technologies has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Investigate user issues through phone and email, then resolve hardware, software and network problems
- Sort incoming calls and tickets by urgency, escalating cases to senior teams when needed
- Maintain user accounts and devices across modern platforms, and update internal support documentation
- Build rapport with users while keeping incident and request resolutions timely
What you bring
- You have worked as an IT service desk analyst and can explain technical issues clearly in writing and conversation
- You can maintain IT environments, accounts and access permissions while troubleshooting user problems
- You can prioritize competing tasks and stay effective under pressure while providing customer support
- You hold valid Vulnerable People or Working with Children and Police checks
Who this fits
This mid-level service desk role suits someone comfortable handling user support across calls, email, accounts and devices. It is remote in Australia, with hybrid working and team anchor days. Valid Vulnerable People or Working with Children and Police checks are required.
From the employer
Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!
At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our Transitions team in Australia.
As an IT Service Desk Analyst, you will be responsible for providing first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems.
Requirements
What you’ll do:
- Manage inbound and outbound calls and emails to investigate and resolve end user issues.
- Triage inbound calls and tickets and escalate to senior teams when necessary.
- Manage end user accounts and devices across modern platforms
- Create documentation and updating internal knowledge base.
- Develop strong rapport with the end user during each engagement via email and phone while ensuring a timely resolution on their incident or request.
What you’ll bring:
- Experience as an IT Service Desk Analyst
- Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms
- Strong customer service orientation and ability to work well under pressure
- Strong problem-solving skills, with the ability to prioritize and manage multiple tasks simultaneously
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Experience with IT service desk software and ticketing systems is ideal
- A broad range of experience maintaining environments, accounts, access permissions and troubleshooting issues.
- Some exposure to the following and a keen willingness to work with the existing team to develop and learn in areas you are not confident:
- Networking fundamentals
- Employee lifecycle and access management
- SharePoint and OneDrive management and troubleshooting
- Modern application deployment
- Printer fleet management
Desirable:
- Prior experience with ConnectWise
- Prior experience with PowerShell scripting
- Hands-on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools.
- Confidence implementing and updating GPOs
- Completion of Microsoft based certifications
- Completion of an ITIL certification
- Relevant tertiary qualification in Information Technology
Benefits
Why You'll Love Working Here:
Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:
- Hybrid working with team anchor days to support collaboration
- Extensive training and development opportunities that enable continual growth as part of your career planning.
- Extensive discounts and benefits to maximise your money.
- A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
- Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.
Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.
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