Senior Service Desk Analyst (AI Tools Support)

Sydney (must be Sydney-based) | Hybrid (2 days onsite)

$500-$550/day + super

12-month contract | ASAP start

About the Role

We are seeking an experienced Senior Service Desk Analyst to support a growing AI program within our client, a well‑known, prestigious organization. This role sits within the ICT function and focuses on providing high‑quality L1/L2 support for AI‑related tools and services used across the organization.

As AI adoption increases, you will act as the primary point of contact for all user queries, incidents, and service requests related to these tools. This is a hands‑on support role requiring strong communication skills, excellent troubleshooting ability, and experience working in structured enterprise environments.

Key Responsibilities

- Provide Level 1 and Level 2 support for AI tools and services
- Manage support requests across phone, email, and ServiceNow
- Log, categorise, prioritise, and resolve incidents in line with SLAs
- Troubleshoot issues, reproduce problems, and escalates where required
- Perform application administration tasks (user access, roles, permissions, configuration)
- Coordinate with platform owners, vendors, and cyber/security teams
- Maintain and improve knowledge articles, FAQs, and runbooks
- Identify recurring issues and contribute to service improvements and reporting

About You

You are a mid‑to‑senior level Service Desk or Application Support skilled with strong L2 capability and a customer‑first mindset.

Required Experience

- 5+ years in Service Desk,



IT Support, or Application Support (L1/L2)
- Strong experience with ITSM tools (e.g., ServiceNow)
- Proven ability to manage incidents, service requests, and escalations
- Experience supporting SaaS or internal business applications
- Exposure to user access, permissions, and system administration tasks
- Strong troubleshooting skills and ability to follow/improve runbooks
- Excellent communication skills (phone + email support essential)
- Demonstrated experience supporting AI or Generative AI tools (e.g., Microsoft 365 Copilot, Now Assist, Harvey AI)

Additional Experience

- Experience in large enterprises or structured environments
- Experience supporting multiple business units or high‑volume queues

Requirements

- Must be Sydney‑based and able to work in a hybrid model (2 days onsite)
- Full working rights in Australia required (no sponsorship available)

Why Apply?

- Opportunity to support a high‑profile AI program
- Work with cutting‑edge tools in a growing space
- Strong daily rate for a senior support position
- Collaborative team with opportunity to shape support processes

Desired Skills and Experience

Service Desk Support, Application Support, ServiceNow, Incident Management, SaaS Support, User Access Management, Troubleshooting, Microsoft 365, Generative AI Tools, ChatGPT, Copilot, ITSM, Stakeholder Communication

Apply Now

If you're a strong L2 Service Desk or Application Support Analyst with experience supporting AI tools, we'd love to hear from you.

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📌 Service Desk Analyst (City of Sydney)
🏢 Talent
📍 City of Sydney