/n Helia is Australia’s first Lenders Mortgage Insurance (LMI) provider, with more than 60 years of expertise in the Australian housing market. We exist to accelerate financial wellbeing through home ownership. /n

/n Our mission is to deliver innovative, tailored solutions in partnership with our customers, making the home ownership journey simpler and more accessible. We do this through efficient, customer-focused services powered by leading technology, data and digital solutions. /n As a Level 2 Service Desk Analyst, you are a key member of the team - handling requests across various channels including phone, self-service, and walk-ups. You’ll follow established procedures to understand customer needs, provide solutions, or escalate issues as required. /n You will also play a role in our ongoing shift-left strategy—helping reduce friction by empowering users through knowledge, automation, and effective first-time resolution.

In doing so, you’ll contribute to a culture of continuous improvement and learning across both IT and the broader organisation. /n The nature of the role means you will meet everyone, learn a lot about the business and are always learning the latest tech. /n /n Responsibilities /n /n

- /n Work as part of a collaborative and growing IT team. /n
- /n Perform daily operational tasks, including system checklists and service monitoring. /n
- /n Identify, troubleshoot, and resolve technical issues, or escalate when appropriate. /n
- /n Manage the deployment and lifecycle of physical IT assets such as laptops, monitors, docking stations, and other office equipment. /n
- /n Follow defined IT service procedures to: /n /n - /n Maintain service tickets. /n - /n Promptly resolve requests or assign them to the appropriate team. /n - /n Create and maintain accurate user and technical documentation.



/n - /n Collaborate with internal teams to manage and communicate service interruptions. /n - /n Inform users of service status updates via defined communication channels. /n - /n Assist in deploying system updates and patches across the end-user environment. /n - /n Contribute to the shift-left strategy by identifying recurring issues and creating self-service content, updating knowledge base articles and recommending automation opportunities. /n - /n Proactively share knowledge with team members and end-users to increase IT capability and improve support experience across the business. /n - /n Embrace a growth mindset by engaging in continuous learning and taking responsibility for personal and professional development. /n /n
- /n Develop broader technical capability through cross-skilling and exposure to specialist areas such as Cyber Security and Digital Solutions, building skills and experience that support continued professional development and future career pathways within the organisation. /n /n /n Who You Are /n You’re a seasoned Service Desk professional with at least 2-3 years of hands-on experience. You bring a broad technical skillset and a solid understanding of the corporate IT workplace. You’re seeking a role that will challenge you, allow you to grow, and make a real impact on both users and IT operations. /n You have strong technical foundations and can confidently demonstrate your skills in: /n /n




- /n Windows desktop support and administration, especially /n /n - /n Microsoft 365 (Exchange, Teams) /n - /n Microsoft Intune /n - /n Microsoft Entra (e.g. Entra ID / Azure AD, conditional access, identity protection) /n /n
- /n LAN/WAN/WiFi networking /n
- /n Mobile Device Management (MDM) /n
- /n Deploying software and updates across a corporate desktop fleet /n
- /n ITIL Incident and Service Management processes /n
- /n Analytical skills, problem solving and process improvement /n /n At Helia, we’re building a team focused on creating opportunities and brighter futures for our people. When you join Helia, you become part of an organisation that genuinely cares about what matters to you — whether that’s work-life balance, flexible ways of working, wellbeing, or professional growth.

We offer a range of benefits and support designed to help you thrive both personally and professionally. /n

/n Helia is a place where you can grow, learn and make a meaningful impact. We foster a collaborative and inclusive culture where innovation, continuous learning and cross-functional teamwork are encouraged to deliver great customer outcomes. Located in the heart of North Sydney, our office offers a vibrant workplace experience with some of Sydney’s best views. /n If you are interested in joining a company where you can realise your full potential and grow, we would love to hear from you! /n

/n We have a diverse business community: our people, our customers and communities are reflective of this and as an organisation we are committed to continually hiring a diverse workforce. We ensure our people always feel supported and we do this by our openness to flexible work options and our commitment to inclusion, regardless of career level, life-stage, or experience. /n

📌 Service Desk Analyst - Level 2 (Sydney)
🏢 Helia
📍 Sydney