Hybrid IT Service Desk Analyst (L1-L2 Support)

Balance Recruitment; Melbourne; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

Balance Recruitment is seeking 2 customer-focused Service Desk Analysts to join our client's IT team in Melbourne. In this hands-on role, you’ll provide Level 1 and 2 technical support to staff across a large healthcare organisation, helping keep essential systems and services running smoothly.

You’ll work in a collaborative team that values clear communication, continuous learning and practical improvements to the support experience.

Qualifications

• 1–2 years experience providing Level 1–2 support in a busy service desk.
• ITIL certification is preferred.

Responsibilities

• Respond to service desk phone calls and support requests, aiming for timely resolution and a positive customer experience.
• Log, manage and update incidents and requests in the ITSM ticketing system, documenting actions and resolutions accurately.
• Troubleshoot Level 1 and 2 issues across Windows devices, applications, telephony and IT infrastructure.
• Recognise and upscale incidents that may affect business operations, and support major incident processes.

Skills

Customer service

Windows 10/11

Microsoft 365

Outlook

VPN

Network connectivity

PC hardware

Written/verbal communication

Time management

Education

ITIL certification

Job description

Balance Recruitment is seeking 2 customer-focused Service Desk Analysts to join our client's IT team in Melbourne. In this hands-on role, you’ll provide Level 1 and 2 technical support to staff across a large healthcare organisation, helping keep essential systems and services running smoothly.

You’ll work in a collaborative team that values clear communication, continuous learning and practical improvements to the support experience.