Senior Service Desk Analyst

Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients.

Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America.

This role is primarily remote, with the flexibility to work from home. However, there will be a fortnightly requirement to attend our warehouse in Geebung, Queensland.

As a Senior Service Desk Analyst, you will play a crucial role in providing technical support and assistance to end-users within the organisation. You will handle technical issues, troubleshoot software and hardware problems, and ensure the efficient operation of IT systems. This position requires a strong blend of technical expertise, problem-solving skills, time management, and customer service orientation.

Responsibilities:

• Technical Support: Provide Level 1-3 support for software, hardware, networks, and IT systems via phone, email, chat, or in-person. Escalate complex issues as needed.
• Incident Management: Log, track, and prioritise incidents using IT service tools, ensuring timely resolution and adherence to SLAs.
• Problem Resolution: Analyse recurring issues, recommend solutions, and collaborate with teams to implement preventive measures.
• User Training & Documentation: Create user-friendly guides and conduct training to empower self-resolution of common issues.
• Asset Management: Maintain IT assets, software licenses, and configurations, ensuring accuracy through audits and updates.
• Continuous Improvement: Enhance processes, tools, and workflows to improve service delivery and team efficiency.

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience)
• Minimum 2-3 years in a technical support role, preferably in a service desk environment
• Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.
• Strong problem-solving and analytical skills
• Familiarity with the ITIL framework and hands-on experience with IT service management tools (e.g., ServiceNow, Jira Service Management). As an Atlassian-based organisation, proficiency in Jira is particularly valuable.
• Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team
• Customer-focused attitude with a commitment to providing high-quality support and service.
• Certifications like CompTIA A+, Google IT Support Professional Certificate or Google Workspace Administrator, or ITIL Foundation are highly advantageous.

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.

Other benefits include:

• Unlimited access to the SAGED and Greenhouse learning platforms.
• Discounts with over 450 retailers through the Merit Reward and Recognition platform.
• Competitive salary and package.
• Full time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne and Brisbane. 
• Mental health support through our wellbeing platform, Unmind
• Being part of one of the fastest-growing industries in Australia while improving the lives of hundreds of thousands of patients. 

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.