Job Description

Senior Service Desk Analyst (AI Tools Support)

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

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$500-$550/day + super

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12-month contract | ASAP start

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About the Role

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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.

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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.

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Key Responsibilities

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

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

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Required Experience

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

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

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

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

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

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Apply Now

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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 (New South Wales)
🏢 Talent
📍 New South Wales