Service Desk Analyst

The Information Services (IS) Service Desk provides support to Detmold Group users via email, telephone, and walk-up channels using remote desktop tools and where needed deskside at the end user workspace. The Service Desk Analyst is responsible for the first point of contact and the first line of technical support to the business when technical issues are encountered.  

If you have a customer-centric mindset with excellent communication skills with the ability to translate complex technical responses into simple easy to understand concepts, then this could be the role for you.

What you’ll do

You will be tasked with the following responsibilities:

• Providing first-level technical support across office and business applications.
• Managing and tracking incidents, service desk requests to ensure timely resolution.
• Maintaining accurate information gathering and initial fault diagnosis with Service Desk incident / problem ticket creation or population as required.
• Providing and supporting end-user devices including computers, telephony, and hardware, and provide end-user training.
• Troubleshooting network, hardware, and software issues in line with levels of knowledge and as required.
• User account administration (creations, modifications, deletions, password changes etc) within Active Directory and Entra ID.
• Partake in the Out of Hours support roster (after qualifying period).
• Administer and maintain existing SharePoint sites, ensuring timely updates, accuracy of content, and ongoing alignment with business needs.

What you’ll bring

Essential

• Demonstrated ability to work effectively with a culturally diverse range of staff.  
• Proven experience in a service desk or IT support environment.
• Experience with managing IT systems, devices, and business applications, including Windows Server 2012 and above, Windows 10/11, MacOS, Office 365
• Basic network troubleshooting knowledge (Use of PING, NSLookUp, Tracert etc).
• Ability to learn new techniques, technologies and can demonstrate initiative and proactiveness in planning work or technical problem resolution.
• Flexibility to work outside of normal business hours, with prior notice. E.g. After hours roster etc.

Desirable

• 1 or 2 Microsoft MCPs relating to Windows Server 2016 or above, Administration or newer or Desktop Operating Systems (with at least 1 in Windows Server or working towards).
• Diploma in a related field.
• Microsoft 365 Certified: Fundamentals.
• Microsoft MTA, MCSA or MCSE.

How you work

As a team player, you will demonstrate the ability to think innovatively and be comfortable dealing with uncertainty. Being self-motivated coupled with a positive attitude you will be results orientated whilst displaying strong analytical thinking, discipline and attention to detail.

Why join us

We’re a progressive, forward-thinking organisation with a global footprint and a commitment to excellence. You’ll be part of a collaborative team that values innovation, continuous improvement, and shared success.

If you’re ready to grow your career in a global supply chain environment, we look forward to receiving your application. Applications close 23 April 2026.

Applicants must have Australian work rights.

Confidential questions? Reach out to David Ball, Talent Acquisition Partner at careers@detmoldgroup.com

 If you would like to provide a cover letter as part of your application, please attach it to your resume and upload as one document. Interested applicants are encouraged to apply as soon as possible via our careers page, as interviews may occur prior to the closing date.

We’re proud to be a 2023 Circle Back Initiative Employer – we commit to responding to every applicant.

About us

The Detmold Group is a family-owned and operated global business, partnering with some of the world’s largest and most iconic food and retail brands to create world-class packaging for a better tomorrow. 

Our business is focused on making a positive impact for our people, our partners and our planet whilst keeping our customers at the core of everything we do. Relentlessly looking for ways to improve quality, service, and efficiency, we are driven to improve the way the world experiences packaging.

Employee safety is our priority, and we want our people to be 100% SAFE and WELL.