Helpdesk Analyst

Milestone IT; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Milestone IT is partnering with a leading organisation to recruit experienced IT Helpdesk Analysts on a 6-month contract in Melbourne, Australia.

You will provide Level 1/2 IT support, troubleshoot Windows, manage AD accounts, and log incidents in ServiceNow while delivering high-quality customer service to end users.

Experience with Microsoft 365 apps is valued, and you will escalate complex issues and contribute to maintaining accurate documentation and service desk performance.

Qualifications

• Experience in an IT Helpdesk, Service Desk or IT Support role.
• Hands-on Active Directory experience.
• Experience using ServiceNow for incident and service requests.

Responsibilities

• Provide Level 1 and Level 2 IT support to end users.
• Troubleshoot Windows OS, software and hardware issues.
• Manage user accounts, access permissions and password resets via Active Directory.
• Log, track and resolve incidents and service requests using ServiceNow.
• Provide support across Microsoft 365 applications (Outlook, Teams, SharePoint).
• Escalate complex issues where required.
• Maintain accurate documentation and update service desk tickets.
• Deliver excellent customer service and communicate solutions clearly.

Skills

Customer service

Troubleshooting

End-user support

Tools

Active Directory

ServiceNow

Microsoft 365

Job description

Milestone IT is partnering with a leading organisation to recruit experienced IT Helpdesk Analysts to join their team on an initial 6-month contract.
This is an excellent opportunity for customer-focused IT professionals who enjoy troubleshooting technical issues, supporting end users and ensuring the smooth operation of IT services.

About the Role

As an IT Helpdesk Analyst, you will be responsible for providing technical support to users, resolving hardware and software issues, and delivering a high standard of customer service. You will work within a busy IT support environment, assisting with day-to-day technical queries and ensuring incidents are logged, managed and resolved efficiently.

Key Responsibilities

• Provide Level 1 and Level 2 IT support to end users.
• Troubleshoot Windows operating system, software and hardware issues.
• Manage user accounts, access permissions and password resets through Active Directory (AD).
• Log, track and resolve incidents and service requests using ServiceNow.
• Provide support across Microsoft 365 applications, including Outlook, Teams and SharePoint.
• Escalate complex technical issues where required.
• Maintain accurate documentation and update service desk tickets.
• Deliver excellent customer service and communicate technical solutions clearly to users.

Skills and Experience

• Previous experience in an IT Helpdesk Analyst, Service Desk Analyst or IT Support role.
• Hands-on experience with Active Directory (AD).
• Experience using ServiceNow for incident and service request management.