Role: Desktop Support / Service Desk Analyst Location: Sydney Experience: 2-5 years Responsibilities:Serve as the first point of contact for technical assistance, focusing on incident management.Troubleshoot issues, guide users through solutions, and escalate unresolved cases to second-level support.Collaborate with the Service Desk Manager to review services, maintain SLA compliance, and ensure relevance to client needs.Analyze trends in support requests to address knowledge gaps and procedural issues.Handle incident queues, escalations, and ensure timely stakeholder engagement for sensitive issues.Take prompt and appropriate actions to resolve incidents to client satisfaction.Maintain and update support documentation, contributing to process and training improvements.Participate in quality reviews, address performance gaps, and suggest tool/process enhancements. Desirable Qualifications:Proven experience as a service desk analyst or other customer support role, preferably in an enterprise level environmentAbility to work efficiently under pressure in an ever evolving environment with a large spectrum of products within support scopeCertified or experienced in ITIL aligned environments and best practicesExperienced in the use of an ITSM tool to raise and resolve cases, preferably Service NowTech literate with the ability to quickly become proficient in multiple software platforms and toolsGood understanding of computer systems, mobile/network devices, printers and other hardwareAbility to diagnose and resolve basic technical issuesStrong verbal and written communication skillsCustomer-focused and professional approach to service deliveryAbility and willingness to work on a rotating roster including weekends About Us:We are Delivery Centric, a dynamic technology company that is transforming the delivery of cloud implementations and Cyber security. We are headquartered in Australia with a global presence. We are tenacious, future-thinking, and highly driven to achieve an ambitious vision to be the leading global provider of innovative technologies for companies that keep our world clean, safe, and secure.Our fast-paced and supportive environment will offer you lots of benefits, including a competitive salary, a friendly team, a healthy work environment, and opportunities for training and development Why work with us? Work with diverse technologies, projects, clients and industries.Spend your days in a creative and innovative environment.Share experience and knowledge as part of an agile and dynamic teamAPPLY NOW or share your resume at nandhana.suresh@deliverycentric.comJob Type: Full-timeWork Authorisation: Australia (Preferred)