IT Service Desk Analyst – Sydney


The IT Service Desk Analyst is responsible for being the first point of contact for the I+DT Team. The role is to provide 1st line IT support to BVN staff, within Australia and overseas. The role demands high standards of customer service, a willingness to provide excellent IT support, and the agility to work in a fast paced environment.

The IT Service Desk Analyst will normally reside in the IT Operations Cluster within the I+DT Team. The cluster’s vision is to:-

– Provide business as usual I+DT support services across the entire practice, to meet demands, as and when they are required, and in line with BVN’s ‘one Studio’ approach

– Deliver I+DT projects (as part of a project team) as required

– Seek to initiate projects with a view to reducing the amount of reactive work carried out

– Change the way the I+DT support service is perceived, the type of support we provide, and why we provide it

– Align with the needs of our colleagues by increasing consultation, communication and collaboration across the entire practice

– See things through other people’s eyes to help us redefine the service that we provide



– To be the first point of contact for all I+DT incidents and requests

– Provide 1st line IT support to BVN staff in line with business requirements

– Carry out basic troubleshooting

– Monitor and respond to incoming support requests (incidents and requests) and triage them as relevant

– Provide a high level of customer service

– Communicate and collaborate effectively with the rest of the Operations Cluster and wider I+DT Team

– Follow documented procedures and create documentation as relevant

– Ensure that cover is provided on the IT Service Desk at all times during core hours



– Ensure all support requests are logged

– Ensure all support requested are assigned

– Ensure 1st line support requests are dealt with in a timely and professional manner

– Highlight support trends (problems) to the IT Operations Manager



– Resilient and able cope with conflicting demands and work under pressure

– A willingness to help others

– A desire to see tasks through to completion

– Pro-active and driven self-starter



– At least 6 months experience an IT Service Desk role (preferred but not essential)

– Basic knowledge of Windows 7 &10, Adobe Creative Cloud and Microsoft Office

– Basic user administration within Active Directory and Microsoft Exchange

– Experience supporting mobile devices, thin clients and AV systems

– Proactive and methodical troubleshooting skills

– Excellent eye for attention to detail

– Ability to manage and prioritise tasks and time efficiently

– Ability to provide clear and concise advice

– Excellent time management and organisation skills

– Excellent written and spoken English communication skills



If you are interested in joining our team, please forward your CV to All applications will be treated in strictest confidence.