Service Desk Analyst


Location: Melbourne

Job Type: Full time


Be brave, not perfect.
- Reshma Saujani

About Us

Jemena is an Aboriginal word meaning ‘to hear, listen and think’. We focus on being fun, supportive, collaborative and forward thinking people at Jemena. Be part of a forward thinking culture with genuine people leaders that encourage your growth, continuous improvement and new ways of working. We empower our people to reach their potential. Prioritising our employees’ wellbeing, equal opportunities, along with empowering a fully diverse and fulfilled workforce is key.

Our people are our greatest asset so having various flexible working options, remote working, paid parental (primary & partner) leave and leave purchase plans amongst many other benefits, is a key foundation to our success. We also have an array of well-being options to support our people. Jemena & Zinfra are certified as a Family Inclusive Workplace. We are also an endorse employer of Work180 Jobs For Women. We are passionate about what we do, and we are proud of who we are.

Here's an overview of our role:

We operate more than $11.5 Billion worth of gas and electricity transportation assets.

This is a 6 month fixed-term opportunity, to deliver IT support services to Jemena and Zinfra users, with a high level of focus on customer service, efficiency and continual service improvement. Your team will be involved in the following areas:

  • providing the first point of contact for IT services to all our users
  • provide skilled technical troubleshooting and advice to staff on general IT processes and practices
  • managing assigned Incidents and Service Requests throughout their lifecycle
  • providing a high level of customer service and quality focus

A little about you and skills you will bring to the role:

  • similar experience in Service Desk environment or similar
  • Tertiary or TAFE qualifications in Information Technology or Business, or equivalent work experience
  • experience in Microsoft application stack including Office 365, SCCM, AD, Exchange on prem/Online, along with experience in PowerShell scripting
  • Experienced in taking calls achieving FCR
  • ITIL Foundation Certification or relevant experience in and ITIL environment
  • ServiceNow ITSM tool or equivalent (SNOW preferable)

We're looking for people who have a passion for technology, are excellent communicators and are focused customer service.

Diversity, Inclusion and Belonging

We understand the value of a diverse workforce, the ability to work from home, and have committed to creating real employment opportunities through our Reconciliation Action Plan. We look forward to receiving applications from Aboriginal and Torres Strait Islander peoples.

When you join Jemena, you become part of our diverse, inclusive, flexible and passionate team. We are a team that celebrates International Women’s Day, NAIDOC Week, International Day of People with Disabilities and many other days that matter to our people. Come join us!

Recruitment Process:

During our recruitment process, you will be required to undergo pre-employment checks including pre-employment medical, reference checks, national police check. Notice to Third Parties: Jemena does not accept unsolicited resumes (or liability associated with fees or costs) from recruitment agencies, search firms or third parties. Interested candidates are welcome to submit their application independently.

You’ve got this!