IT Help Desk Analyst (Level 1/2) – Hybrid in Sydney

About the role

We are seeking an experienced IT Help Desk Analyst (Level 1/2) to join a leading global professional services organisation’s national Technology team in Sydney. You will work in a hybrid model, supporting employees across multiple office locations while using modern enterprise technologies.

Key responsibilities

• Provide Level 1 and Level 2 technical support for hardware, software and Microsoft technologies.
• Log, manage and resolve incidents and service requests using ServiceNow or a similar ITSM platform.
• Troubleshoot desktops, laptops, mobile devices, printers and business applications.
• Support Microsoft 365, Active Directory, user account administration and access requests.
• Escalate complex issues to specialist infrastructure or applications teams.
• Build, configure and deploy laptops and other end‑user devices.
• Maintain accurate documentation and contribute to the knowledge base.
• Operate within an ITIL Service Management framework, ensuring best‑practice incident handling.
• Deliver exceptional customer experience and contribute to continuous improvement initiatives.

Required profile

• Approximately 3 years of experience in an IT Help Desk, IT Support or Service Desk role within a corporate environment.
• Experience in professional services, legal, consulting or similar enterprise organisations is highly regarded.
• Strong communication and stakeholder management skills with a customer‑first approach.
• Relevant Microsoft, ITIL or CompTIA certifications are advantageous but not essential.

Required skills

• Windows 10/11
• Microsoft 365
• Active Directory
• ServiceNow (or another ITSM platform)
• ITIL principles and incident management
• Hardware troubleshooting (desktops, laptops, mobile devices, printers)

What we offer

• Hybrid working model (3 days in the office).
• Exposure to enterprise‑scale technologies and a diverse user base.
• Ongoing training, mentoring and clear career progression.
• Collaborative, supportive team culture focused on continuous learning.