Service Desk Analyst

Housing Australia; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible work

Growth opportunities

Meaningful impact

Collaborative culture

Job summary

Housing Australia is seeking a Service Desk Analyst to deliver first and second-level IT support for staff, ensuring timely resolution of issues and a superior customer experience.

You will support Microsoft 365, Entra ID and Intune in a cloud environment, manage incidents with ITIL practices, and contribute to security/compliance initiatives while working within a hybrid team framework.

Qualifications

• Proven Service Desk experience in large enterprise.
• Strong technical skills supporting Microsoft 365, Entra ID, Intune and endpoint management.

Responsibilities

• Deliver first and second-level support for incidents and service requests.
• Assist with user provisioning, device management, software deployments, and security controls.

Skills

End-user support

Incident management

Request fulfilment

Microsoft 365

Entra ID

Intune

Endpoint management

ITIL

ITSM tooling (Halo)

Stakeholder engagement

Security awareness

Education

ITIL certification

Microsoft certifications (preferred)

Tools

Halo ITSM

Job description

Introduction

Housing Australia is the Australian Government's independent housing agency. It supports the delivery of Government programs to improve the supply of sustainable, long-term social and affordable housing, and support home ownership for more Australians.

Description

About The Role

As a Service Desk Analyst, you will provide first and second-level IT support to Housing Australia staff, delivering timely resolution of technical issues and service requests. Working within the Technology Operations team, you will help maintain secure, reliable technology services, support continuous improvement initiatives, and deliver an outstanding customer experience that enables business success.

Key Responsibilities

• Deliver Service Desk Support: Provide first and second-level support for technology incidents and service requests, including troubleshooting hardware, software, access and connectivity issues, while ensuring timely communication and resolution.
• Maintain Technology Operations & Security: Support user provisioning, device management, software deployments, system maintenance and compliance with security controls and Essential Eight requirements.
• Drive Service Excellence & Continuous Improvement: Monitor service levels, contribute to incident reviews, identify process improvements and leverage technology and AI-enabled tools to enhance service delivery and user experience.
• Manage Knowledge & Documentation: Create and maintain knowledge articles, support self-service resources, and ensure accurate documentation of incidents, resolutions and operational procedures.
• Collaborate & Support the Business: Work closely with technology teams, vendors and business stakeholders to resolve issues, support onboarding and offboarding activities, and deliver a customer-focused technology service.

Skills And Experience

• Proven Service Desk experience, with a strong track record providing high-quality end-user support, incident management and request fulfilment within a complex enterprise environment.
• Strong technical expertise, including hands-on experience supporting Microsoft 365, Entra ID, Intune and endpoint management solutions within cloud-only environments.
• ITIL and service management knowledge, with practical application of ITIL principles, continual service improvement practices, and experience working with ITSM tools and processes, such as Halo.
• Excellent communication and stakeholder engagement skills, with the ability to collaborate effectively with internal teams, vendors and users at all levels while delivering outstanding customer service.
• Strong analytical and problem-solving skills, combined with a solid understanding of information security, compliance requirements and modern support technologies, including AI-assisted service desk tools.
• Qualifications & Certifications: Minimum 2 years' IT support experience in an Enterprise environment, with ITIL certification. Microsoft certifications will be highly regarded.

What We Offer

• Meaningful Impact: Contribute to Australia's housing solutions and work together with stakeholders who have a shared ambition to facilitate more housing for more Australians.
• Flexible Work: Our hybrid operating model helps support work-life integration and fosters meaningful connection and collaboration.
• Growth Opportunities: We invest in the development and wellbeing of our people to support personal and professional growth.
• Collaborative Culture: Join a purpose-driven team that works as One Team supporting each other and striving for excellence.

We are an equal opportunity employer who values and celebrates diversity.

No recruitment agencies please - we will reach out if we require any agency assistance. Thank you.