Service Desk Analyst – After Hours

Role Overview

As part of the Service Continuity Service Desk team, your focus is to keep services running smoothly and ensure work is ready for a clean handover into the next business day. This is an entry-level role, so we’re focused on attitude, reliability, and how you work, not years of experience.

• Maintain service desk operations after hours, ensuring continuity of support overnight.
• Complete all onboarding and offboarding tasks, including user accounts, access, devices, and documentation, following defined standards and checklists.
• Respond to after-hours incidents and service interruptions, assess impact, and take appropriate first actions.
• Action or triage support requests that cannot wait until business hours.
• Escalate high-impact or urgent issues to on-call subject matter experts internally within CT.
• Monitor service desk queues to prevent overnight backlog and ensure a smooth transition to day teams.
• Log and update tickets clearly in ConnectWise, using standard templates and accurate impact statements.
• Provide clear and meaningful status updates to customers and internal teams during outages, delays, or extended work.
• The working hours for this position will be Monday-Friday 9:30am-6pm Perth Time.

Requirements

What You'll Bring:

• A positive, dependable attitude and a strong sense of responsibility.
• Comfort working fully remote and independently, with the discipline to stay focused without direct supervision.
• An understanding that teamwork still matters, even when working alone after hours.
• Clear written and verbal communication skills.
• The ability to stay calm and follow process during incidents or high-pressure situations.
• Willingness to escalate when required and ask for help when something is outside your scope.
• Attention to detail when documenting work and handing over to day teams.
• A genuine interest in starting or building a career in IT and learning on the job.

Benefits

Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.