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