As a Level 2 Service Desk Analyst you will be 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 escalations as required.

Key responsibilities:

- First Level Support: Handle first level calls, document and resolve incidents and requests, investigate and resolve hardware/software issues, provide technical support for client events and meetings, and participate in After Hours roster.
- Monitoring and Follow‑up: Track and document progress of incidents and requests, ensure timely communication with stakeholders, and escalated when necessary.
- Whole of Firm Support: Recognise and detail recurring issues, and assist in determining root causes and addressing them appropriately.
- Service Ethic: Flexibly support the team, participate in rostering and on‑call duties, and understand business consequences to ensure appropriate priority and continuous handling.
- Training and Development: Identify recurring issues for systematic approaches, contribute to the knowledge base, and present learnings to colleagues.
- Escalation and Coordination: Escalate issues within the Digital team as required and provide coordination and assistance in resolving complex problems.

Skills & experience:

- A track record of working collaboratively in a team setting providing a range of assistance.
- Deeper than average familiarity with, and understanding of, Microsoft Windows, M365, Copilot.
- A deep commitment to quality and service.
- Demonstrated capacity to manage work priorities,



problem solve, manage deadlines and targets, and maintain strict confidentiality.
- High level oral and written communication skills.
- Curiosity for the ways systems work, the ways they go wrong, and the ways to correct them.

What you'll need to succeed:

- Previous experience in a Service Desk, Help Desk, Desktop Support, ICT Support or IT Support role.
- Strong knowledge of Windows operating systems, particularly Windows 11.
- Experience troubleshooting end‑user hardware and software issues.
- Experience building, configuring or deploying laptops and end‑user devices.
- Experience using Service Desk/ticketing systems.
- Good understanding of incident management, service requests and escalation processes.
- Knowledge of SOE environments.
- Strong communication and customer service skills.
- Ability to communicate technical information to non‑technical users.
- Ability to manage competing priorities while meeting agreed SLAs.
- Relevant IT qualifications and/or IT service delivery experience.
- ITIL accreditation or willingness to obtain it.
- Previous experience within NSW Government/public sector environments, ICT asset management, user access management,



remote support or technology rollouts will be highly regarded.

What you’ll get in return:

- A 6‑month contract based in Sydney.
- Opportunity to gain further experience within a NSW Government environment.
- Hands‑on exposure to Service Desk operations, Windows 11, SOE and end‑user technology.
- Collaborative and customer‑focused ICT environment.
- Opportunity to develop your technical support and IT service delivery experience.

Your new role context and responsibilities:

- Providing responsive Level 1 Service Desk support both in person and remotely.
- Diagnosing and resolving hardware, software, Windows and connectivity issues.
- Logging, updating, managing and closing incidents and service requests within the ticketing system.
- Managing tickets in accordance with established SLAs and escalation procedures.
- Building, configuring and testing laptops in line with Standard Operating Environment (SOE) requirements.
- Installing and maintaining standard user equipment, applications and IT tools.
- Supporting Windows 11 and associated end‑user technologies.
- Managing user access in accordance with ICT policies and security requirements.
- Provisioning, collecting and replacing laptops and other ICT equipment.
- Maintaining accurate ICT asset and inventory records.
- Supporting remote users with connectivity and access issues.
- Escalating complex incidents to appropriate ICT teams.
- Assisting with technology deployments, rollouts and testing activities.

Compensation & benefits are not specified.

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📌 Service Desk Analyst (Sydney)
🏢 Fujitsu
📍 Sydney