Service Desk Analyst

IDP Education Limited

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

Key Accountabilities

Required experience

POSITION 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

Responsibilities

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)
  
  

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
  
  

What Were Looking For

• 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
• Bachelors degree in IT or related field
• Experience working in global teams across time zones
• Knowledge of Unified Endpoint Management and Green IT practices
  
  

WHY JOIN US

• Be part of a digitally forward team redefining IT support
• Access to training, certifications, and internal knowledge sharing
• Flexible working arrangements and a supportive global team
• A culture that celebrates innovation, diversity, and wellbeing
  
  

Additional Information

• Role involves weekend/holiday shifts depending on support coverage
  
  

WORKING AT IDP

IDP Education’s ongoing success comes from our highly committed and caring employees around the globe. We encourage teamwork in order to leverage our peoples diverse talents and expertise through effective collaboration and cooperation throughout our business. We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.

We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world. We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.

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