Service Desk Analyst

• Be the first point of contact, helping customers resolve technology challenges and delivering a high-quality support experience.
• Work across modern workplace and cloud technologies, including Microsoft 365, identity and access, endpoint management and cloud-based customer environments.
• Join a collaborative, supportive team that values continuous learning, knowledge sharing, and career development.

About Fusion5

At Fusion5, we're passionate about helping organisations go beyond with technology. As a leading technology transformation partner, we deliver solutions across business applications, AI, cloud, security, managed services, and enterprise service management. We're proud of our people-first culture and our commitment to helping our customers succeed.

The Role

You'll be the first point of contact for IT support, providing frontline assistance via phone, email, and support portals. You'll perform structured triage and troubleshooting to resolve common incidents and service requests at first contact where possible, while ensuring more complex issues are progressed to the appropriate specialist teams.

This role is ideal for someone who enjoys solving problems, helping people, and working across a broad range of technologies in a fast-paced managed services environment.

What you'll be doing

• Providing frontline IT support across phone, email, and support portals.
• Triaging and troubleshooting common incidents and service requests, resolving at first contact where possible.
• Accurately logging, prioritising and progressing tickets.
• Escalating complex issues to the appropriate specialist teams.
• Maintaining ticket ownership through to resolution or handover.
• Keeping customers informed with clear and timely updates.
• Supporting standard user onboarding, access and setup activities.
• Using and contributing to knowledge and support documentation.
• Identifying recurring issues and opportunities to improve Service Desk performance and customer experience.

About You

You'll be someone who genuinely enjoys helping people and takes pride in delivering great customer experiences. You'll bring strong communication skills, a structured approach to problem solving, a proactive attitude, and the ability to remain calm and professional while managing competing priorities.

You'll ideally have:

• 1-3+ years' experience in IT support, service desk, or systems administration, or a similar customer-facing technical support role.
• Experience in, or exposure to, a managed services or enterprise IT environment.
• Working knowledge of Microsoft 365 and Windows environments.
• Familiarity with identify and access, endpoint management, and technologies such as Entra ID and Intune.
• Exposure to ITSM, remote support, and/or remote monitoring and management tools.
• An understanding of networking fundamentals and modern authentication concepts.
• ITIL Foundation, Microsoft, CompTIA, or similar certifications (advantageous).

You must be an Australian citizen and able to obtain and maintain an Australian Government security clearance.

Why Fusion5?

At Fusion5, you'll join a team that values collaboration, innovation, and continuous growth. We offer challenging and rewarding work, access to leading technologies, and opportunities to develop your career in a supportive environment. If you're passionate about technology and delivering exceptional customer service, we'd love to hear from you.

Apply now and help our customers go beyond with technology.

We're committed to helping our people learn, grow and thrive. If this role interests you and you believe you have the skills and mindset to succeed, we'd encourage you to apply, even if your experience doesn't align perfectly with every requirement.

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