Level 1 Service Desk Analyst
Resolve more tickets at the first line — desktop, Microsoft 365, access and connectivity issues — documented and escalated cleanly to the right tier.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster first-contact resolution and cleaner escalations — because the majority of routine tickets are resolved right here, without ever reaching L2.
What this role owns day to day
Core responsibilities
- Triage and resolve common desktop, access and connectivity tickets
- Handle password resets, account unlocks and basic Microsoft 365 issues
- Document every ticket to a consistent standard
- Escalate cleanly to Level 2 when an issue exceeds first-line scope
Works inside
Reported on weekly
| SLA attainment | Tickets resolved within agreed time |
| First-contact resolution | Tickets closed without escalation |
| Documentation quality | Consistency of ticket notes |
| Reopen rate | Tickets that return after closure |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times to close the gap before and after your local team is online.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage, including weekends.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a ticket doesn't match a standard script — it still gets picked up, investigated and either resolved or escalated with a clear note, instead of being bounced back to the customer.
What stays with your authorised staff
Works to documented procedures; approvals, security changes and physical/site work remain with authorised local personnel.
The same skillset, needed anywhere IT runs in-house
Paying an external MSP for support
- Tickets sit in a shared queue with other clients
- Support staff split attention across many businesses
- Reporting is whatever the MSP chooses to show you
Your own dedicated L1 analyst, outsourced to us
- One analyst, dedicated only to your business
- Reports to your own IT manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Professional Services & Consulting
Any firm running its own Microsoft 365 tenant and laptops needs the same technical depth in-house.
Microsoft 365 · endpointsRetail & E-commerce
Multi-site networks, POS systems and endpoints need the same troubleshooting skillset internally.
POS · network · Wi-FiFinancial Services & Insurance
Regulated environments need the same identity, endpoint and cloud administration discipline.
M365 · Azure · Entra IDConstruction & Engineering
Site offices and project teams need the same endpoint and connectivity support internally.
Endpoints · connectivityNo guessing what this role worked on. Full sample report on the MSP Support page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Level 1 Service Desk Analyst
Ready to add this role to your team?
Tell us your ticket volume and current tools — we'll shortlist candidates against your actual task list.