Level 2 IT Service Desk Analyst

Are you an IT professional who prides yourself on delivering high-quality, customer-focused support? This is your chance to join a highly collaborative and professional technology team in a role where your expertise and service mindset will be valued every day.

I'm seeking a Level 2 IT Service Desk Analyst to join a polished Sydney support team on 12-month fixed term contract (with genuine potential to extend or convert to permanent).

About the Role

You'll be the first point of escalation for technology support across a busy CBD office environment, providing both remote and face-to-face assistance. The role combines traditional service desk functions with "white glove" on-site support to ensure staff at all levels receive seamless technical service.

You'll work across a variety of technologies including Windows 11, Office 2019/M365, VPN/Citrix Remote Desktop, VOIP, Active Directory, and MDM platforms for mobile devices. You'll also play an important part in upcoming projects such as a Dell laptop refresh and iPhone 17 rollout.

With a professional and customer-centric approach, you'll ensure issues are resolved quickly and effectively, keeping users informed while maintaining the highest standards of service.

Key Responsibilities

• Provide high-quality Level 2 (and some Level 1), in-person IT support for all staff.
• Resolve escalated technical issues in hardware, software, networking, and mobile environments.
• Manage user accounts via Active Directory and support MDM-managed iPhones.
• Troubleshoot remote access solutions including VPN and Citrix.
• Configure and maintain VOIP softphones and handsets.
• Assist with national technology projects and rollouts.
• Maintain accurate incident records in the ITSM tool and escalate where required.
• Contribute to process improvements and support a collaborative team culture.

About You

• Australian Permanent Resident or Citizen.
• Local IT degree qualified.
• Previous experience in a Level 2 IT support role within a corporate/professional setting.
• Strong troubleshooting skills across Windows 11, Office 2019/M365, AD, Citrix/VPN, VOIP, and MDM.
• Ability to manage competing priorities with a calm and professional approach.
• Excellent communication and interpersonal skills and confident supporting staff at all levels.
• ITIL awareness and/or Microsoft certifications highly regarded.

What's on Offer

• Competitive salary package (up to $95k inclusive of super) + overtime allowances.
• Immediate start with 12-month contract and strong potential to extend or convert to permanent.
• Modern, recently refurbished CBD offices with access to cutting-edge technology.
• Collaborative team environment with national technology division of 100 staff nationally supporting 900 staff in Sydney.
• Exposure to exciting tech projects and career growth opportunities.

Work Arrangements

• Hybrid model: 4 days in the office, 1 day WFH (after initial onboarding).
• Rotating roster between 7am-6pm for national coverage.
• Occasional on-call duties with additional allowances (after training period).

If you're passionate about IT, thrive in a professional environment, and enjoy going the extra mile to deliver exceptional customer service, we'd love to hear from you.

Apply now to take the next step in your IT career.

If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button.