Senior Service Desk Analyst

Company Description 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 Tech 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 an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane. Job Description As a Senior Service Desk Analyst, you will take on a 2IC-level role, providing both hands-on technical support and leadership within the team. You will be a key escalation point for complex technical issues, troubleshooting software and hardware problems while ensuring the smooth operation of IT systems. This position requires a strong blend of technical expertise, problem-solving skills, time management, and a customer-focused approach, along with the ability to mentor and support junior team members 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.

Qualifications

• Bachelor's in IT, Computer Science, or related field; relevant certifications (e.g., ITIL, HDI, CompTIA A+) preferred.
• 3–5 years in IT support or service desk roles, with leadership experience.
• Strong troubleshooting across hardware, software, and networks; familiarity with IT service management (e.g., ITIL) and service desk tools.
• Excellent communication, stakeholder engagement, and leadership abilities to mentor and drive team performance.
• Adaptable to fast-paced, dynamic settings with strong multitasking skills.
• CompTIA A+, Google IT Support, Google Workspace Administrator, ITIL Foundation are highly advantageous.

Additional Information 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:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

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.