IT Help Desk Analyst

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.