Service Desk Analyst – Level 2

About the role

Helia is looking for a Level 2 Service Desk Analyst to join its growing IT team in North Sydney. You will handle user requests across phone, self‑service and walk‑up channels, following established procedures to resolve or appropriately escalate issues.

Key responsibilities

• Perform daily operational tasks such as system checklists and service monitoring.
• Identify, troubleshoot and resolve technical issues, or escalate when needed.
• Manage deployment and lifecycle of physical IT assets (laptops, monitors, docking stations, etc.).
• Maintain service tickets, resolve requests promptly and assign to the right teams.
• Create and update user and technical documentation, including knowledge‑base articles.
• Assist with system updates, patches and contribute to the shift‑left strategy by automating recurring issues.

Required profile

• 2‑3 years of hands‑on Service Desk experience in a corporate IT environment.
• Strong analytical and problem‑solving abilities with a focus on continuous improvement.
• Willingness to learn and develop broader technical capabilities, including exposure to cyber security and digital solutions.

Required skills

• Windows desktop support and administration.
• Microsoft 365 (Exchange, Teams).
• Microsoft Intune.
• Microsoft Entra (Azure AD, conditional access, identity protection).
• LAN/WAN/Wi‑Fi networking.
• Mobile Device Management (MDM).
• Software and update deployment across corporate desktop fleet.
• ITIL incident and service management processes.