Level 2|3 Service Desk Analyst

Our client is an established and growing IT support company known for delivering top-tier managed services and exceptional customer service. They are currently expanding their team to enhance their technical support capabilities and offer comprehensive IT solutions, including help desk and onsite support, managed services, security, cloud hosting, and VoIP systems. This Sydney-based role offers a hybrid work environment, balancing both onsite and remote work.



Key Responsibilities

Manage incidents and service requests, providing timely resolutions
Collaborate closely with team members to share knowledge and expertise
Create and review reports to identify incident trends and develop work plans
Assist in the escalation and resolution of major incidents
Maintain accurate records within the service management toolset
Monitor network, platform, and security systems
Investigate and report on server and network errors
Ensure infrastructure systems are up-to-date with patches and upgrades
Provide hardware and software support, including troubleshooting and problem analysis
Administer and maintain VoIP systems
Assist in cloud migration projects and manage cloud services like Office 365 and Azure
Participate in periodic meetings to discuss IT solutions and strategies
Be available for out-of-office support and on-call duties as needed
Support and maintain desktop computers and peripheral equipment
Coordinate with procurement for hardware and software purchases
Work with vendor support for technical problem resolution
Contribute to the creation and maintenance of knowledge articles and operational documentation


Desired Skills And Attributes

Minimum of 5 years’ experience in IT support, with a strong customer focus
Expertise in incident, problem, and escalation management
Proficient in desktop operating systems, particularly Microsoft Windows and macOS
Strong understanding of DNS, DHCP, routing, Wi-Fi, and firewall technologies
Experience with Microsoft solutions including Active Directory, Azure AD, and Office 365
Knowledge of virtualisation technologies like VMware
Skilled in PowerShell scripting
Excellent technical diagnostic and resolution abilities
Proactive problem-solving approach
Strong communication and team collaboration skills
Familiarity with ITIL environments is a plus

Australia
New South Wales
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