IT Help Desk Analyst (Level 1/2)
12-month FTC
Location: Sydney | Hybrid (3 days in the office)
We're partnering with a leading global professional services organisation to recruit an experienced IT Help Desk Analyst to join their national Technology team. This is an excellent opportunity to join a highly regarded organisation known for its collaborative culture, investment in technology and strong career development opportunities. You'll become part of a high-performing IT Help Desk team, supporting employees across the business while working with modern enterprise technologies in a fast-paced corporate environment.
Responsibilities:
- Provide Level 1 and Level 2 technical support for hardware, software and Microsoft technologies.
- Log, manage and resolve incidents and service requests using an ITSM platform such as ServiceNow.
- Troubleshoot desktops, laptops, mobile devices, printers and business applications.
- Support Microsoft 365, Active Directory, user account administration and access requests.
- Escalate complex technical issues to specialist infrastructure or applications teams where required.
- Build, configure and deploy laptops and other end-user devices.
- Maintain accurate documentation and contribute to the knowledge base.
- Work within an ITIL Service Management framework, ensuring incidents and requests are managed in line with best practice.
- Deliver an exceptional customer experience while supporting users across multiple office locations.
- Contribute to continuous improvement initiatives within the IT Help Desk function.
Experience:
- Around 3 years' experience in an IT Help Desk, IT Support or Service Desk role within a corporate environment.
- Experience supporting users in a professional services, legal, consulting or other enterprise organisation will be highly regarded.
- Strong experience supporting Windows 10/11, Microsoft 365 and Active Directory.
- Experience using ServiceNow or another IT Service Management platform.
- Good understanding of ITIL principles and incident management.
- Excellent communication and stakeholder management skills, with a customer-first approach.
- Strong troubleshooting skills with the ability to prioritise and manage multiple requests.
- Relevant Microsoft, ITIL or CompTIA certifications are advantageous but not essential.
What's on Offer:
- Join a leading global professional services organisation with a strong investment in technology.
- Hybrid working model (3 days in the office).
- Exposure to enterprise-scale technologies and a diverse user base.
- Ongoing training, mentoring and genuine career progression opportunities.
- Collaborative, supportive team culture with a focus on continuous learning.
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