Service Desk Analyst

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

At IDP Education, we don’t just solve tech issues; we help people work smarter every day. As a Service Desk Analyst, you will be the first point of contact for our internal and external users, offering efficient, people-centric IT support across global operations. This includes using modern tools and AI-powered platforms to ensure that our digital environments are responsive, proactive, and user-friendly.

This role suits someone with a strong service mindset, technical aptitude, and a passion for continuous improvement

Key accountabilities

Incident & Request Management

• Serve as a single point of contact for incident reporting and service requests via phone, email, chat, and self-service portals
• Use AI-powered platforms (e.g., ServiceNow – Now Assist) to classify and resolve tickets efficiently
• Troubleshoot and resolve hardware, software, access, and connectivity issues
• Escalate complex issues to L2/L3 teams with proper documentation
• Provide timely user updates, service notifications, and planned/unplanned outage communications

Systems Operations & Monitoring

• Conduct regular system health checks and business application monitoring
• Use predictive support tools to reduce downtime and proactively address recurring issues

Knowledge & Automation

• Create and maintain knowledge articles (aligned with KCS standards)
• Promote user self-service through knowledge base and training
• Implement and support RPA tools for automation of repetitive tasks (e.g., password resets, account provisioning)

• Hands-on experience with any Virtual Agent solution will be an added advantage.

Customer Engagement

• Maintain a professional and courteous manner at all times
• Educate users on IDP digital workplace tools such as Office 365.
• Capture feedback and support Experience Level Agreements (XLAs)

Compliance & Reporting

• Generate, analyze, and share IT performance reports
• Assist with IT policy compliance, documentation, and updates
• Experience with Power BI reporting will be considered a strong advantage.

Incident Lifecycle Coordinator (ILC)

• Monitor ticket aging, SLAs, and escalations to maintain process compliance.

• Act as a central point of contact between the service desk, resolver teams, and stakeholders.

• Ensure every incident is properly logged, categorized, prioritized, and progressed through each stage until closure.

Required experience

• 2–5 years of experience in IT support or service desk operations, preferably in a global or hybrid workplace
• Strong troubleshooting, communication, and documentation skills
• Proven experience with ticketing systems such as ServiceNow, Freshservice, or Jira
• Familiarity with AI-powered tools and platforms including Moveworks, ServiceNow AI.
• Hands-on knowledge of:

• Windows 10, Microsoft 365, SharePoint, and Teams
• Active Directory, Exchange, MFA, and SSO
• Remote support tools (e.g., BeyondTrust, AnyDesk)
• Self-service portals and knowledge-centered support (KCS)

• Understanding of Experience Level Agreements (XLAs) and their role in measuring user satisfaction
• Comfortable working in a 24x7x365 rotational shift model
• Solid grasp of incident management and proactive problem solving

PREFERRED QUALIFICATIONS

• ITIL Foundation certified
• Bachelor's degree in IT or related field
• Experience working in global teams across time zones
• Knowledge of Unified Endpoint Management and Green IT practices