Service Desk Analyst - Transitions

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our Transitions team in Australia.

As an IT Service Desk Analyst, you will be responsible for providing first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems.

What you’ll do:

• Manage inbound and outbound calls and emails to investigate and resolve end user issues.
• Triage inbound calls and tickets and escalate to senior teams when necessary.
• Manage end user accounts and devices across modern platforms
• Creating, updating, and maintaining relevant client documentation in line with best practice standards and mentoring junior team members.
• Create documentation and updating internal knowledge base.
• Developing strong rapport with the end user during each engagement via email and phone while ensuring a timely resolution on their incident or request.

What you’ll bring:

• Experience as an IT Service Desk Analyst
• Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms
• Strong customer service orientation and ability to work well under pressure
• Strong problem-solving skills, with the ability to prioritize and manage multiple tasks simultaneously
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Experience with IT service desk software and ticketing systems is ideal
• A broad range of experience maintaining environments, accounts, access permissions and troubleshooting issues.
• Have some exposure to the following and a keen willingness to work with the existing team to develop and learn in areas you are not confident:
• Networking fundamentals
• Employee lifecycle and access management
• SharePoint and OneDrive management and troubleshooting
• Modern application deployment
• Printer fleet management

Desirable:

• Prior experience with ConnectWise
• Prior experience with PowerShell scripting
• Hands-on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools.
• Confidence implementing and updating GPOs
• Completion of Microsoft based certifications
• Completion of an ITIL certification
• Relevant tertiary qualification in Information Technology