Service Desk Analyst
Date: 9 Apr 2026
Location: Sydney, New South Wales, AU, 2000
Company: Atturra
What you’ll be doing
The Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience. Analysts are expected to work within defined SLA timelines and follow ITIL-aligned service desk protocols.
What you’ll be doing
- Promptly respond to, diagnose, and troubleshoot incoming service desk requests and queries via phone, self-service portal, email, remote support tools, or in-person.
- Accurately receive, log, and action service requests for standard IT services according to procedures and SLAs.
- Provide support with user onboarding and offboarding processes including access provisioning and termination.
- Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently.
- Participate in ongoing knowledge sharing and contribute new or updated knowledge articles.
- Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system (e.g., ServiceNow).
- Escalate complex or unresolved issues to Level 2 or 3 support teams, following established escalation workflows.
- Provide excellent customer service with a professional and empathetic approach in all interactions.
- Perform other duties as assigned by the Service Desk Manager or Team Lead.
Working conditions
- Permanent full time
- Valid Driver’s License
- Full-time Onsite Support
What will make you successful in this role?
- 2 years prior experience in a Service Desk or Network Operations Centre (NOC), preferably in a business-to-business environment.
- Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking, and enterprise applications.
- Demonstrated problem-solving and analytical skills, with a methodical and customer-focused approach.
- Ability to manage stakeholder expectations and build strong working relationships.
- Clear, confident communication skills suited to working with a broad range of users, including executives.
- Flexible and adaptable in fast-paced and evolving support environments.
- Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions.
- Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded.
- Microsoft Fundamental Range (e.g., MS-900, AZ-900, SC-900)
- Microsoft Mid-Level (e.g., AZ-104)
Why is this an exciting opportunity?
Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way.
The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as-a-service” providers in the market.
What our people say:
“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”
Why you’ll love working here
Culture of possibility
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.
A strong set of company values
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.
Valuable employee benefits
• Career growth via succession planning, internal mobility programs, and mentorship opportunities.
• Ongoing investment in professional development through industry certifications.
• Employee benefits, recognition, and wellbeing platform.
• Mental health support through our Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral program, with monetary incentives offered.
Commitment to Diversity, Equity, and Inclusion
At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.
Commitment to supporting Australia’s veterans
We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans’ Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia’s veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.
What our people say:
“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”
How to apply
All applications must be submitted online via our Careers page. Late applications or those sent by email will not be prioritised. Please ensure your application is complete and that you have answered all required questions before submitting.
Talent Pool
This recruitment process may also be used to create a talent pool for similar ongoing or temporary opportunities that may arise within the next 12 months.
Recruitment Agencies and Headhunters
Our Talent Acquisition team is managing this recruitment process and will reach out if additional support is required. Atturra only accepts referrals from agencies on our official supplier list via the Agency Portal. To participate, agencies must complete our procurement process, hold an approved fee agreement, and be formally invited by the Talent Acquisition team for a specific vacancy.
Submissions made outside of this process will not be considered. We also request that agencies do not contact Atturra employees outside the Talent Acquisition team regarding hiring matters.
Agencies interested in joining our official supplier list may send an expression of interest to talentacquisition@atturra.com. Please note, our supplier list is reviewed annually.
Responsibilities:
Architecture & Design
• Lead the design and documentation of enterprise-grade Azure architectures for the Department of Defence ERP project. • Develop and maintain reference architectures, design patterns, and architectural decision records aligned with IRAP-assessed Azure regions (Australia Central, Australia East).
• Architect solutions that meet Protected-level security requirements, incorporating encryption, identity governance, network segmentation, and data sovereignty controls.
• Provide technical leadership for Infrastructure as Code (IaC) initiatives.
Governance & Compliance
• Ensure all Azure solutions comply with the ISM, PSPF, ACSC Essential Eight, and relevant ASD guidelines.• Collaborate with cybersecurity and risk teams to conduct threat modelling, security architecture reviews, and compliance gap analyses.
• Contribute to IRAP assessment activities and support certification processes for cloud-hosted workloads.
• Define and enforce Azure Policy, Management Group hierarchies, and RBAC models to maintain governance at scale.
Stakeholder Engagement & Delivery
• Engage directly with senior stakeholders, providing trusted architectural advice and translating complex technical concepts for non-technical audiences.
• Collaborate with project managers, delivery leads, and engineering teams to ensure architectural integrity throughout solution delivery.
• Mentor and develop engineers within the team.• Continuous Improvement
• Stay current with Azure platform evolution, new services, and Australian Government cloud policy updates.
• Drive adoption of modern practices including DevOps, CI/CD pipelines (Azure DevOps, GitHub Actions), and platform engineering methodologies.
• Contribute to Atturra’ s internal capability development, knowledge sharing, and thought leadership initiatives.
Working conditions
• Must have an active AGSVA Baseline Clearance, preferred to have AGSVA NV1 Clearance or be eligible to obtain one.• Must be an Australian Citizen
• Permanent or contract opportunity
• Canberra based
What will make you successful in this role?
• Minimum 8 years’ experience in enterprise IT architecture, with at least 4 years focused on Microsoft Azure.• Demonstrated experience delivering cloud solutions within Australian Federal Government environments, with a strong understanding of government procurement, security, and compliance frameworks.
• Current Australian Government security clearance at NV1 level (minimum), with eligibility and willingness to obtain higher clearances as required.
• Deep technical expertise across Azure IaaS, PaaS, and hybrid scenarios, including Azure AD (Entra ID), Azure Networking, Azure Policy, Microsoft Defender for Cloud, and Azure Monitor.
• Strong working knowledge of the ISM, PSPF, ACSC Essential Eight, and experience with IRAP assessment processes.
• Experience with Infrastructure as Code (Bicep, Terraform, or ARM), CI/CD pipelines, and DevOps practices.
• Excellent written and verbal communication skills, with the ability to produce high-quality architectural documentation, including High-Level Designs (HLDs), Low-Level Designs (LLDs), and as-built documentation.
• Proven ability to influence and collaborate with senior stakeholders across government and industry.
Why is this an exciting opportunity?
Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way.
The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as-a-service” providers in the market.
What our people say:
“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”
Why you’ll love working here
Culture of possibility
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.
A strong set of company values
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.
Valuable employee benefits
• Career growth via succession planning, internal mobility programs, and mentorship opportunities.
• Ongoing investment in professional development through industry certifications.
• Employee benefits, recognition, and wellbeing platform.
• Mental health support through our Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral program, with monetary incentives offered.
Commitment to Diversity, Equity, and Inclusion
At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.
Commitment to supporting Australia’s veterans
We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans’ Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia’s veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.
What our people say:
“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”
How to apply
All applications must be submitted online via our Careers page. Late applications or those sent by email will not be prioritised. Please ensure your application is complete and that you have answered all required questions before submitting.
Talent Pool
This recruitment process may also be used to create a talent pool for similar ongoing or temporary opportunities that may arise within the next 12 months.
Recruitment Agencies and Headhunters
Our Talent Acquisition team is managing this recruitment process and will reach out if additional support is required. Atturra only accepts referrals from agencies on our official supplier list via the Agency Portal. To participate, agencies must complete our procurement process, hold an approved fee agreement, and be formally invited by the Talent Acquisition team for a specific vacancy.
Submissions made outside of this process will not be considered. We also request that agencies do not contact Atturra employees outside the Talent Acquisition team regarding hiring matters.
Agencies interested in joining our official supplier list may send an expression of interest to talentacquisition@atturra.com. Please note, our supplier list is reviewed annually.