Role DescriptionWe are seeking a customer-focused and technically capable Help Desk Analyst to provide first-line technical support and ensure a smooth user experience across IT systems and services. The role involves troubleshooting hardware, software, network, and access-related issues while maintaining effective communication with users and internal IT teams.

Key responsibilities include

- Provide first-line technical support to users through phone, email, chat, or ticketing systems.
- Diagnose and resolve common hardware, software, connectivity, and system-related issues.
- Set up, configure, maintain, and troubleshoot computers, peripherals, and other IT equipment.
- Assist users with account access, password resets, software installation, and basic system configuration.
- Log, categorize, prioritize, track, and document support requests in the IT service management system.
- Escalate complex or unresolved issues to appropriate technical teams and follow up through resolution.
- Maintain accurate records of incidents, resolutions, system changes, and user requests.
- Assist with user onboarding, equipment deployment, and access provisioning.
- Support routine IT maintenance, system updates, and security-related procedures.
- Contribute to knowledge bases, technical documentation, and continuous improvement of support processes.




- Monitor recurring issues and recommend practical solutions to improve service quality and efficiency.

Qualifications
- Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline.
- Basic understanding of computer hardware, operating systems, networking, and common business applications.
- Familiarity with Windows, Microsoft 365, Active Directory, basic networking concepts, and IT support tools is an advantage.
- Experience with ticketing or IT service management systems is preferred.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
- Strong attention to detail and ability to document technical information accurately.
- Ability to prioritize multiple support requests and work effectively under time constraints.
- Robust teamwork skills and a proactive approach to resolving user issues.
- Commitment to maintaining confidentiality, information security, and professional service standards.
- Willingness to learn new technologies, systems, and support processes.
- Good written and verbal communication skills in English.

📌 Help Desk Analys (Sydney)
🏢 NZ Life Immigration
📍 Sydney