IT Help Desk Analyst

Role Overview

We are collaborating with a prominent global professional services company to hire a skilled IT Help Desk Analyst for a 12-month fixed-term contract role based in Sydney. This position involves hybrid work with three days in the office, joining a nationally recognized Technology team. The company is celebrated for its collaborative environment, technology investment, and clear career advancement pathways. The successful candidate will become part of a dynamic IT Help Desk team supporting a broad business user base while engaging with cutting-edge enterprise technologies in a fast-moving corporate setting.

Key Responsibilities

• Deliver Level 1 and Level 2 technical assistance for hardware, software, and Microsoft technologies.
• Record, track, and resolve incidents and service requests via ITSM tools such as ServiceNow.
• Troubleshoot issues related to desktops, laptops, mobile devices, printers, and business software applications.
• Support Microsoft 365, Active Directory, including user account management and processing access requests.
• Escalate complex technical problems to specialized infrastructure or application teams as necessary.
• Prepare, configure, and deploy laptops and other end-user equipment.
• Maintain accurate IT documentation and enhance the knowledge base.
• Operate within an ITIL Service Management framework, managing incidents and requests according to best practices.
• Provide excellent customer service while supporting users across multiple office locations.
• Participate in initiatives aimed at enhancing the IT Help Desk function continuously.

Candidate Profile and Experience

• Approximately three years of experience in IT Help Desk, IT Support, or Service Desk roles within a corporate context.
• Experience serving users in professional services, legal, consulting, or comparable enterprise environments is a significant plus.
• Proficient with Windows 10/11 operating systems, Microsoft 365 suites, and Active Directory functionality.
• Familiarity with IT Service Management systems like ServiceNow.
• Good knowledge of ITIL guidelines and incident management processes.
• Excellent communication skills alongside strong stakeholder engagement capabilities and a customer-oriented mindset.
• Robust troubleshooting competence with adeptness at prioritizing and managing simultaneous requests.
• Professional certifications such as Microsoft, ITIL, or CompTIA are beneficial but not mandatory.

Benefits and Work Environment

• Opportunity to work with a global leader in professional services, enjoying significant technological investment.
• Flexible hybrid working arrangement with three days onsite per week.
• Experience with enterprise-level technology and support for a diverse user community.
• Access to ongoing learning opportunities, mentorship, and real career growth prospects.
• A cooperative and encouraging team atmosphere focused on continuous improvement and learning.