Level 2 Service Desk Analyst - Windows & IT Support

Greenhill Education Group; Sydney; On-site; AUD 65,000 - 75,000; Full time

Job summary

Greenhill Education Group in Sydney is seeking a Level 2 Service Desk Analyst on a 6-month contract. You will provide first level IT support across phone, self-service and walk-ins, following established procedures to understand needs and deliver solutions or escalate as required.

Key duties include incident handling, documenting progress and maintaining SLAs, as well as contributing to the knowledge base. Strong Windows, M365 and Copilot knowledge, plus excellent communication, are essential.

Qualifications

• Experience in Service Desk, Help Desk, Desktop/ICT Support roles.
• Strong knowledge of Windows operating systems, especially Windows 11.
• Experience troubleshooting end-user hardware and software issues.
• Experience building or configuring laptops and end-user devices.
• Experience using Service Desk or ticketing systems.
• Knowledge of incident management, service requests and escalation processes.
• Knowledge of SOE environments.
• Excellent written and verbal communication and customer service skills.
• Ability to convey technical information to non-technical users.
• Ability to manage competing priorities while meeting SLAs.
• Relevant IT qualifications or IT service delivery experience.
• ITIL accreditation or willingness to obtain it.
• Experience in NSW Government/public sector environments is a plus.

Responsibilities

• Provide responsive Level 1 Service Desk support in person and remotely.
• Diagnose and resolve hardware, software, Windows and connectivity issues.
• Log, update, manage and close incidents and service requests in the ticketing system.
• Manage tickets per established SLAs and escalation procedures.
• Build, configure and test laptops per SOE requirements.
• Support remote users with connectivity and access issues.
• Escalate complex incidents to ICT teams when needed.

Skills

Team collaboration

Customer service

Windows 11

M365

Copilot

Communication skills

Problem solving

Prioritization

Education

IT qualifications

Tools

Service Desk software

Ticketing systems

Job description

Greenhill Education Group in Sydney is seeking a Level 2 Service Desk Analyst on a 6-month contract. You will provide first level IT support across phone, self-service and walk-ins, following established procedures to understand needs and deliver solutions or escalate as required.

Key duties include incident handling, documenting progress and maintaining SLAs, as well as contributing to the knowledge base. Strong Windows, M365 and Copilot knowledge, plus excellent communication, are essential.