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 professional with robust 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
Solid 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 (New South Wales)
🏢 Talent
📍 New South Wales