L2 IT Service Desk Analyst – Sydney

Cornerstone Health; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Herbert Smith Freehills Kramer is seeking an L2 Service Desk Analyst to join its IT Service Desk team in Sydney, supporting sites in Sydney and Melbourne. You will handle first-level support for Windows 11, Microsoft 365, and related technologies and log requests in ServiceNow.

The role involves incident management, desktop deployments, and collaboration with IT teams. This 12-month maximum-term contract offers growth through knowledge sharing and mentoring within a leading global law firm.

Qualifications

• 3+ years in enterprise IT Service Desk or End User Computing support, previous experience in a professional services firm is desirable.
• Strong communication skills
• A collaborative team player approach, with strong attention to detail
• Tertiary qualifications in Information Services or equivalent (desirable)
• An innovative mindset, curious about AI and emerging technologies.
• Demonstrated experience troubleshooting and supporting users across a Microsoft-centric enterprise environment, including Windows 11, Microsoft 365, Intune, Entra ID (Azure AD), Citrix, endpoint management, and legal or professional services applications.

Responsibilities

• Provide quality first level phone support to all staff, resolving customer requests via phone with a strong customer service approach.
• Provide first level support in response to customer emails and self-service requests, with a fully customer service-oriented approach.
• Log all customer requests into the ServiceNow incident management system, escalating any incidents that cannot be resolved on first contact to the appropriate second level team.
• Manage your own incident queue within ServiceNow to ensure all non-closed requests are resolved as quickly as possible.
• Partner strongly with other groups in IT.
• Participate in project work such as rollouts, software upgrades, and occasional UAT testing.
• Put forward suggestions for team improvement, including writing documentation on required processes or procedures.
• Train Junior Service Desk Analysts and create knowledge base articles for the IT Service Desk team.
• Act as a go-to escalation point for support requiring elevated access.

Skills

Strong communication

Collaborative team player

AI curiosity

Microsoft-centric IT environment

Education

Tertiary qualifications in Information Services or equivalent

Tools

Windows 11

Microsoft 365

Intune

Entra ID / Azure AD

Citrix

Endpoint management

Job description

Herbert Smith Freehills Kramer is seeking an L2 Service Desk Analyst to join its IT Service Desk team in Sydney, supporting sites in Sydney and Melbourne. You will handle first-level support for Windows 11, Microsoft 365, and related technologies and log requests in ServiceNow.

The role involves incident management, desktop deployments, and collaboration with IT teams. This 12-month maximum-term contract offers growth through knowledge sharing and mentoring within a leading global law firm.