Senior Service Desk Analyst

Your opportunity

Are you an experienced Service Desk Analyst ready to take the next step in your career?
If you’re looking to grow, develop, and move toward a future leadership role, this could be the perfect opportunity. We’re searching for a Senior Service Desk Analyst to act as the 2IC to our Service Desk Manager and play a key role in shaping the support experience across the business.

In this senior position, you’ll bring strong technical capability, a calm and confident presence, and a passion for delivering exceptional service. You’ll lead by example supporting VIPs and senior stakeholders, guiding the team through complex issues, and ensuring a seamless technology experience for our people.

You’ll provide accurate, timely solutions with a focus on first‑point resolution, while also stepping in as an escalation point for more challenging problems.

What you'll do

• Provide fast, accurate solutions to user issues, aiming for first‑point resolution
• Log, update, escalate, and document all incidents, requests, and problems
• Work with Level 2 teams to ensure smooth handover and support on escalated issues
• Follow all security, privacy, and data protection requirements
• Create and update processes and policies, and review documentation from others
• Participate in the rotating on‑call roster supporting centres across Australia
• Be the main contact for AV issues, including setup, maintenance, and troubleshooting for meetings and events
• Deliver proactive, high‑quality support to VIP users with minimal disruption
• Step in as the Service Desk Manager’s delegate when required, including managing escalations and coordinating the team

What Sets You Apart

We’re looking for an experienced Service Desk Analyst who brings:

• Strong communication skills and a genuine desire to grow
• A passion for customer service and positive user interactions
• An analytical, solutions‑focused approach to technical issues
• Advanced troubleshooting skills, including AV support for meeting rooms and video conferencing
• Experience supporting C‑level executives and VIPs with discretion, urgency, and a white‑glove service mindset
• Leadership capability, including mentoring junior team members
• Advanced knowledge of ITSM tools and reporting
• Experience with root cause analysis and problem management

About us

Scentre Group owns 42 Westfield destinations across Australia and New Zealand. We create extraordinary places and experiences that connect and enrich communities.

We are focused on our customers and creating more reasons for more people to visit our Westfield destinations more often and for longer.

With approximately 75 professions within our business, our team has the expertise to design, construct, operate, manage and market our Westfield destinations and platforms.

We want to be the place where talent thrives. To support you thriving with us, we promise to respect, inspire and develop you, and that you will do work that matters.

Diversity, equity and inclusion underpins our culture, and our vision is that ‘Everyone Belongs’. We foster a workplace experience where everyone feels valued, supported and motivated to realise their full potential.

We aspire to create a workforce reflective of the communities in which we operate and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, gender identity or life stage.

We offer a range of unique benefits designed to support your wellbeing, career development and lifestyle, including five days paid Life Leave on top of your four weeks annual leave (pro-rated for part-time), 18 weeks gender neutral paid parental leave for primary carers, with no qualifying period and super paid for the duration of the leave period and free parking at your local Westfield destination.

Discover more about working with us.

Applications close:  30th January 2026.