Level 2 Service Desk Analyst — IT Support & Growth Path

Helia; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Helia is Australia’s first Lenders Mortgage Insurance (LMI) provider, seeking a Level 2 Service Desk Analyst in Sydney. You will join a growing IT team handling requests across phone, self-service and walk-ups, resolving issues or escalating as needed, and contributing to our shift-left strategy and knowledge base.

You will bring 2–3 years of hands-on service desk experience, strong Windows desktop support, M365, Intune, Entra ID, and networking, with a focus on continual learning and delivering

Qualifications

• 2–3 years of hands-on service desk experience.
• Strong Windows desktop support and core Microsoft 365 skills.
• Familiarity with Intune, Entra ID/Azure AD, and network basics.

Responsibilities

• Work as part of a collaborative and growing IT team.
• Perform daily operational tasks, including system checklists and service monitoring.
• Identify, troubleshoot, and resolve technical issues, or elevate when appropriate.
• Manage the deployment and lifecycle of physical IT assets such as laptops, monitors, docking stations, and other office equipment.
• Follow defined IT service procedures to: Maintain service tickets.
• Promptly resolve requests or assign them to the appropriate team.
• Create and maintain accurate user and technical documentation.
• Collaborate with internal teams to manage and communicate service interruptions.
• Inform users of service status updates via defined communication channels.
• Assist in deploying system updates and patches across the end-user environment.
• Contribute to the shift-left strategy by identifying recurring issues and creating self-service content, updating knowledge base articles and recommending automation opportunities.
• Proactively share knowledge with team members and end-users to increase IT capability and improve support experience across the business.
• Embrace a growth mindset by engaging in continuous learning and taking responsibility for personal and professional development.
• Develop broader technical capability through cross-skilling and exposure to specialist areas such as Cyber Security and Digital Solutions, building skills and experience that support continued professional development and future career pathways within the organisation.

Skills

Windows desktop support

Microsoft 365 (Exchange, Teams)

Microsoft Intune

Microsoft Entra / Azure AD

LAN/WAN/WiFi networking

MDM

Deploying software updates

ITIL Incident & Service Management

Analytical skills

Process improvement

Job description

Helia is Australia’s first Lenders Mortgage Insurance (LMI) provider, seeking a Level 2 Service Desk Analyst in Sydney. You will join a growing IT team handling requests across phone, self-service and walk-ups, resolving issues or escalating as needed, and contributing to our shift-left strategy and knowledge base.

You will bring 2–3 years of hands-on service desk experience, strong Windows desktop support, M365, Intune, Entra ID, and networking, with a focus on continual learning and delivering