Service Desk Analyst

Job description

DyFlex is an established SAP Platinum Partner with offices across Australia. We are recognised as a leader in our area of SAP expertise. We deliver fit for purpose SAP solutions, and our services range from greenfield and brownfield implementations, change management to ongoing Aftercare services and support.

In 2025, we have been awarded

✓ Best Performing Partner in Australia for S/4 HANA Public Cloud

✓ Best Performing Partner in Australia for Speed of Delivery

✓ Best Performing Partner in Mid-Market

✓ Highest Selling Partner in Australia

About the Role:

As a Service Desk Analyst, you’ll be the first point of contact for our customers, logging and resolving incidents, managing requests, and ensuring a smooth and efficient support experience. You’ll work with experienced SAP consultants, follow ITIL-aligned processes, and gain hands-on exposure to SAP systems and cloud technologies.

This position is based with our offshore Philippines team, whilst being an essential team member in our Australian operations.

Your tasks and responsibilities:

• Act as the first line of support for DyFlex customers via the Service Desk platform, phone, and email.
• Record, categorise, and prioritise incidents and requests accurately within the ITSM tool
• Perform initial diagnosis and resolution where possible, escalating to Level ²⁄₃ teams when required.
• Participate in level one service request and incidents for Customers in chosen module. (password resets etc)
• Maintain regular communication with customers and internal consultants to ensure SLA targets are met.
• Follow ITIL processes for incident, problem, and change management.
• Contribute to knowledge base articles and service improvement initiatives.
• Attend team meetings and training to enhance technical and service capability.
• Perform analysis on timesheets entries across the teams for accuracy.
• Support the Transition in Process for new Customers
• Train internal Consultants and Customer in the ITSM Tool and Timesheet System
• Update existing and new Process Flows and Work Instructions
• Identify Event Management alerts and execute Event Management process that logs specific types of Alert cases.
• Participate in annual EULA review and audit activities as required (audit, process testing etc)
• Participate in the generation of monthly support desk reports for Customer Success Managers.

Your qualifications and experience:

• Relevant tertiary degree in systems, computer sciences or similar relevant field of study
• 1-2 years of experience in a service desk environment
• ideally familiarity with ITIL principles and/or certification
• SAP experience would be a definite advantage
• Communicate effectively in English
• Proven interpersonal skills and problem solving attitude

What we offer:

• Work with SAP’s latest technologies on cloud as S/4HANA, BTP and Joule
• A flexible and supportive work environment and work from home
• SAP training
• Join a renowned organisation delivering projects to some of Australia’s leading enterprises

DyFlex is committed to providing a safe, flexible and respectful environment for staff free from all forms of discrimination, bullying and harassment. We are proud of our diverse and inclusive team as only together we can continually improve ourselves and achieve best outcomes for our customers– we are the region’s leading SAP Platinum Partner!

Please note that this role is based in the Philippines and requires the respective work rights.