Service Desk Analyst

Change people’s lives and love what you do Cochlear develops world-leading medical devices that help people hear. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.

The Opportunity

We are looking for a motivated and customer-focused Service Desk Analyst to join our global IT support team. This role plays a key part in delivering high-quality technical support, ensuring incident and request resolution, and driving process improvements. If you're passionate about technology and thrive in a fast-paced, team-oriented environment, we want to hear from you

Key Responsibilities;
- Ensure proper and timely escalation of complex issues to Level 2 support with clear handover.
- Maintain a high first-call resolution rate and adherence to SLAs/OLAs.
- Manage user access to systems and services, including account creation, modification, and removal.
- Offer guidance on basic hardware, software, and remote access use.
- Support ITIL-based service management processes including Incident Management and Request Fulfilment.
- Contribute to service desk documentation, metrics reporting, and continuous improvement initiatives.
- Collaborate with global colleagues and external vendors to deliver responsive, business-aligned IT support.
- Participate in shift rotations and on-call support as required.

Position Specific Skills and Challenges
- Work within a structured ITIL framework while managing dynamic and diverse user needs.
- Balance technical troubleshooting with clear, user-friendly communication across varying levels of IT knowledge.
- Provide consistent support in a global environment, often requiring flexibility and responsiveness outside normal working hours.
- Engage with process improvement efforts while maintaining operational excellence.

Essential Qualifications & Experience:

- Minimum 2-3 years of hands-on experience in IT Service Desk or technical support roles within a structured IT environment.
- 3+ years of IT Service Support experience within an ITIL framework.
- Experience with ITSM tools and cloud services.
- Advanced problem resolution skills.
- Strong technical knowledge and troubleshooting skills in the following areas: Operating Systems: Windows 7, 10, 11, and Mac OS, Productivity Tools: Microsoft Office 365 Suite, User & Device Management: Active Directory, Mobile Device Management (MDM), 2-Factor Authentication (2FA), Hardware: Support for Apple and Android devices, Networking: Basic understanding of TCP/IP, DHCP, Ethernet, and Wi-Fi.
- Strong verbal and written communication skills in English, with the ability to communicate technical information clearly to non-technical users.
- Excellent attention to detail and commitment to delivering high-quality outcomes.
- Demonstrated ability to work collaboratively in a team-oriented, fast-paced, and shift-based environment.
- Solid understanding of IT support processes and service level expectations (SLAs/OLAs).

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