Service Desk Analyst

Rashi Joshi; Perth; On-site; AUD 65,000 - 90,000; Full time

Job summary

Hays Technology is seeking an experienced Service Desk Analyst (Level 2) to join a well-established organisation in Perth. You will provide first and second-level support across a broad range of technology platforms and services, acting as the first point of contact for end users and ensuring incidents are resolved efficiently with excellent customer service.

This 6-month contract offers a collaborative team, exposure to ITIL processes, Active Directory administration, and opportunities to

Qualifications

• Experience in a Service Desk, Help Desk or Desktop Support role.
• Strong knowledge of Microsoft technologies and Active Directory.
• Experience supporting PC hardware, software and mobile devices.
• Exposure to ITIL processes and service management best practices.

Responsibilities

• Provide frontline support for IT systems, applications, devices and services.
• Troubleshoot and resolve hardware, software and user access issues.
• Manage user accounts and permissions through Active Directory and related systems.
• Support mobile devices including Android, iPhone and tablets.
• Maintain accurate ticketing, asset management and service records within the ITSM platform.
• Work within established SLAs.
• Contribute to service improvement initiatives and knowledge-sharing activities.
• Assist with technology-related projects and deployments as required.

Skills

Service Desk

Help Desk

Desktop Support

Active Directory

ITIL

Tools

ITSM platform

Microsoft technologies

Job description

SERVICE DESK ANALYST (Level 2) | 6-Month Contract

Your new company Hays Technology is currently seeking an experienced Service Desk Analyst to join a well-established organisation supporting a large and diverse technology environment. This is an excellent opportunity for a customer-focused IT professional looking to join a collaborative team and contribute to the delivery of critical technology services.

Your new role

As part of a dynamic Service Delivery team, you will provide first and second-level support across a broad range of technology platforms and services. You will be the first point of contact for end users, ensuring incidents and requests are resolved efficiently while delivering exceptional customer service.

Key Responsibilities

• Provide frontline support for IT systems, applications, devices and services.
• Troubleshoot and resolve hardware, software and user access issues.
• Manage user accounts and permissions through Active Directory and related systems.
• Support mobile devices including Android, iPhones and tablets.
• Maintain accurate ticketing, asset management and service records within the ITSM platform.
• Work within established Service Level Agreements (SLAs).
• Contribute to service improvement initiatives and knowledge-sharing activities.
• Assist with technology-related projects and deployments as required.

What you'll need to succeed

• Previous experience in a Service Desk, Help Desk or Desktop Support role.
• Strong knowledge of Microsoft technologies, Active Directory and account administration.
• Experience supporting PC hardware, software and mobile devices.
• Exposure to ITIL processes and service management best practices.
• Excellent communication and customer service skills.
• Strong problem-solving abilities and a proactive approach to support delivery.
• Ability to manage competing priorities in a fast-paced environment.

What you'll get in return

• Initial 6-month contract with a high likelihood of extension.
• Perth CBD location with easy access to public transport.
• Opportunity to work in a large-scale enterprise environment.
• Collaborative and supportive team culture.
• Exposure to a broad range of technologies and projects