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Service Desk Analyst

Why Join Us?

Are you looking for a role that provides opportunities to develop and grow? Take the next step in your career journey with us! We’ll provide you with a professional support structure and benefits to ensure you can thrive. We offer Premium HMO, awesome technology, and above-market remuneration. Our high performers are frequently invited to visit their colleagues internationally for professional development. We’re always searching for great talent to join our team. If you’d like be part of a fast-growing industry leader with an exceptional company culture, we’d love to hear from you: recruitment@connectos.co

The role of the IT Service Desk Analyst is to provide effective support for all IT related incidents and services requests to Symal staff. The Service Desk Team will work closely with the Service Desk Team Lead to ensure all incidents and service requests are prioritized, assigned and resolved within agreed SLA’s to deliver a high level of customer service to the organisation.


Responsibilities:

  • Review and complete service requests and incidents in a timely and efficient manner in line with relevant SLA’s Document and maintain Service Desk processes and procedures as needed.
  • Good understanding of Office 365 (SharePoint, Hosted email and all MS products)
  • End user device support including Laptops, Desktops, Mobile phones, Printers, etc.
  • Device hardening, SOE creation and deployment
  • User onboarding and offboarding
  • Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques.
  • Experience of developing professional and effective working relationships with other departments and key stakeholders


  • A minimum of 3 years working in a Service Desk technical environment.
  • A minimum of 1 year supporting an environment with 500+ end users.
  • Prior experience supporting Australian users
  • Knowledge of Active Directory and Group Policy
  • Experience using ServiceNow or similar ITSM ticketing systems.
  • Demonstrate understanding of ITIL processes preferably ITIL certified.
  • Experience with remote monitoring and management (RMM) tools a plus.
  • Experience within construction industry a plus.
  • BA qualification or equivalent in IT a plus
  • HMO on Day 1
  • Hybrid Set-Up
  • Paid Time-Off
  • Quarterly Sick-Leave conversion
  • Paid Government-Mandated Benefits (SSS, PHIC, Pag-IBIG)
  • Equipment provided


Job Highlights:

  • Work-life balance
  • Career growth and development opportunities
  • Stable organization and industry leader
  • Collaborative and company culture
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Average salary estimate

$70000 / YEARLY (est.)
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$60000K
$80000K

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What You Should Know About Service Desk Analyst, ConnectOS

Are you ready to boost your career as a Service Desk Analyst at ConnectOS? We're excited to offer a dynamic workplace that values initiative and ingenuity. This role is perfect for you if you thrive on problem-solving and providing top-notch support to internal teams. At ConnectOS, you will be responsible for addressing IT-related incidents and service requests for Symal staff, ensuring that all issues are resolved efficiently and within our established SLAs. You'll collaborate closely with our Service Desk Team Lead to prioritize tasks and maintain documentation for our processes, enhancing our operational effectiveness. Familiarity with Office 365, end-user device support, and ITIL processes will allow you to excel. With a minimum of three years in a Service Desk environment and prior experience supporting over 500 users, you’ll play a critical role in enhancing user experiences. Plus, we offer a range of benefits including HMO from Day 1, a flexible hybrid work set-up, and generous paid time off. Your growth is our priority, from career development opportunities to a collaborative culture, we aim to foster both professional and personal growth. Join ConnectOS and be part of an engaging team that values excellence and customer service - your skills will make a tangible impact, and we can’t wait to see what you bring to the table!

Frequently Asked Questions (FAQs) for Service Desk Analyst Role at ConnectOS
What are the main responsibilities of a Service Desk Analyst at ConnectOS?

As a Service Desk Analyst at ConnectOS, you will be tasked with providing swift support for IT-related incidents and service requests for Symal staff. Your responsibilities will include reviewing and resolving service requests efficiently according to SLAs, documenting and maintaining service desk processes, and supporting end-user devices like laptops, desktops, and printers. You'll also engage in user onboarding and offboarding and collaborate effectively with various departments to ensure seamless service delivery.

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What qualifications are required for the Service Desk Analyst position at ConnectOS?

To be considered for the Service Desk Analyst role at ConnectOS, candidates should have at least three years of experience in a service desk technical environment, with one year specifically supporting an environment with over 500 end users. A strong understanding of Office 365, Active Directory, and experience with ITSM ticketing tools like ServiceNow is essential. ITIL certification is preferred, along with a BA qualification or equivalent in IT. Experience in the construction industry is a plus!

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How does ConnectOS support the career growth of Service Desk Analysts?

ConnectOS is committed to the professional development of our Service Desk Analysts. We provide opportunities for ongoing training, certifications, and the chance to engage in various collaborative projects. High performers may have the opportunity to visit colleagues internationally for professional development. With our focus on a supportive work culture, you will grow both in your role and as a professional in the IT industry.

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What benefits does ConnectOS offer to Service Desk Analysts?

At ConnectOS, we recognize the value of our Service Desk Analysts and offer a comprehensive benefits package. From Day 1, you will have access to premium HMO coverage, a flexible hybrid working setup, generous paid time off, and quarterly sick leave conversions. Additionally, we provide all necessary equipment to ensure that you can perform your duties effectively, and conform to government-mandated benefits for your peace of mind.

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What is the work environment like for a Service Desk Analyst at ConnectOS?

The work environment at ConnectOS for Service Desk Analysts is collaborative and supportive, designed to foster both individual and team success. We pride ourselves on having a culture that values work-life balance, where everyone's ideas are welcome. You'll have the opportunity to work with a diverse team and develop relationships across departments, making a meaningful impact within the organization.

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Common Interview Questions for Service Desk Analyst
Can you describe your experience with IT service desk environments?

In responding to this question, highlight your relevant experience, focusing on the number of users you've supported and the types of issues you handled. It's beneficial to mention the environments you've worked in, any specific tools you've used, like ServiceNow, and your familiarity with ITIL processes, illustrating your capability to thrive as a Service Desk Analyst.

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How do you prioritize service requests and incidents?

Discuss your approach to prioritization based on urgency and impact. Explain how you assess the severity of a ticket and the strategies you employ to manage workload effectively, such as using ticketing systems like ServiceNow for tracking and maintaining SLAs for timely resolutions.

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What troubleshooting steps do you typically follow for end-user device issues?

Outline a systematic approach to troubleshooting, including steps such as identifying the problem, gathering relevant information, testing potential solutions, and providing clear communication to the user. This demonstrates your methodical thinking and customer service focus.

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Can you give an example of a challenging support issue you resolved?

Select a specific incident that showcases your technical skills and problem-solving abilities. Detail the issue, the steps you took to troubleshoot, and the final resolution, emphasizing your determination and critical thinking.

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How comfortable are you with using Active Directory and Group Policy?

Describe your experience with Active Directory, including any tasks you’ve performed such as user management and permissions handling. Mention how you've ensured compliance with group policies to enhance security and accountability.

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What role does customer service play in your work as a Service Desk Analyst?

Elaborate on the importance of customer service in the service desk context, emphasizing how effective communication, empathy, and timely responses contribute to user satisfaction and a positive experience with IT support.

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What is your experience with remote monitoring and management (RMM) tools?

If applicable, describe exposure to RMM tools and how you utilized them to proactively monitor systems and resolve issues before they escalated. Discuss specific tools you've used and any benefits you noticed in your service delivery.

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How would you handle a difficult customer or user?

Discuss listening actively to the user's concerns, remaining calm and professional, and using empathic communication skills to de-escalate the situation. Highlight your focus on finding a solution and ensuring the user feels valued and supported.

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What steps do you take to document service desk processes?

Share your approach to documenting processes, explaining how you ensure clarity, accessibility and regular updates to documentation for efficiency. Mention the importance of knowledge sharing within the team.

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Why do you want to work as a Service Desk Analyst at ConnectOS?

Express your enthusiasm for joining ConnectOS and highlight aspects such as the company culture, growth opportunities, and the chance to be part of a dynamic team supporting a reputable organization. Show that you've researched the company and align your values with theirs.

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ConnectOS is a leading provider of offshore talent for organisations in Australia, New Zealand, the US, Canada and the UK. For over a decade, we’ve been supporting our global clients with premium resourcing and productivity solutions. ConnectOS...

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Full-time, hybrid
DATE POSTED
March 10, 2025

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