Service Desk Analyst

About Montu

Montu is Australia’s largest medical cannabis company. With operations in Australia and Europe, we take a technology-first approach to improving the medical cannabis patient experience – whether it’s by delivering best-in-class online clinical care, or through our industry-leading product lines and innovative supply chain management tools.

Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the medical cannabis experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. 

Recognised by the Deloitte 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. 

The Service Desk Analyst will play a crucial role in providing technical support and assistance to end-users within the organisation. Responsibilities include managing technical issues, troubleshooting software and hardware problems, and ensuring the efficient operation of IT systems. This position requires a strong blend of technical expertise, problem-solving skills, and customer service orientation.

Ideally, this role will be based in Perth, although this is not essential. The position involves working the later shift (11 AM - 7 PM AEST) to support our clinic team during extended hours

What you will be doing:

• Providing L1 and L2 technical support to end-users via phone, email, chat, or in-person
• Diagnosing and resolving complex issues related to software, hardware, network connectivity, and IT systems
• Escalating unresolved issues to appropriate teams or Level 3 support for further investigation and resolution.
• Logging and tracking incidents using the IT service management system, ensuring accurate documentation of all support interactions
• Prioritising and managing the resolution of incidents based on severity and impact, meeting defined service level agreements (SLAs)
• Analysing recurring technical issues and trends to identify underlying problems and recommend permanent solutions.
• Developing and maintaining user-friendly documentation, knowledge base articles, and FAQs to empower end-users to resolve common issues independently
• Assisting in the management of IT assets and configurations, including software licences, hardware inventory, and configuration baselines
• Proactively identify opportunities to improve service delivery processes, tools, and workflows.

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience)
• Minimum 2-3 years in a technical support role, preferably in a Service Desk environment
• Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms
• Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management)
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are highly regarded
• Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users
• Comfortable working in a fast-paced, dynamic environment.

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:

• Unlimited access to the SAGED and Greenhouse learning platforms.
• Discounts with over 450 retailers through the Merit Reward and Recognition platform.
• Competitive salary and package.
• Full time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne and Brisbane. 
• Mental health support through our wellbeing platform, Unmind
• Being part of one of the fastest-growing industries in Australia while improving the lives of hundreds of thousands of patients. 

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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.