Helpdesk Analyst
Posted
Summary
Level 1–2 IT helpdesk role (recruited by Milestone IT for a leading organisation) on an initial 6-month contract in Melbourne: supporting end users, troubleshooting Windows, hardware and Microsoft 365 issues, managing Active Directory accounts, and logging incidents in ServiceNow.
Milestone IT is partnering with a leading organisation to recruit experienced IT Helpdesk Analysts to join their team on an initial 6-month contract.
This is an excellent opportunity for customer-focused IT professionals who enjoy troubleshooting technical issues, supporting end users and ensuring the smooth operation of IT services.
About the Role
As an IT Helpdesk Analyst, you will be responsible for providing technical support to users, resolving hardware and software issues, and delivering a high standard of customer service. You will work within a busy IT support environment, assisting with day-to-day technical queries and ensuring incidents are logged, managed and resolved efficiently.
Key Responsibilities
This is an excellent opportunity for customer-focused IT professionals who enjoy troubleshooting technical issues, supporting end users and ensuring the smooth operation of IT services.
About the Role
As an IT Helpdesk Analyst, you will be responsible for providing technical support to users, resolving hardware and software issues, and delivering a high standard of customer service. You will work within a busy IT support environment, assisting with day-to-day technical queries and ensuring incidents are logged, managed and resolved efficiently.
Key Responsibilities
- Provide Level 1 and Level 2 IT support to end users.
- Troubleshoot Windows operating system, software and hardware issues.
- Manage user accounts, access permissions and password resets through Active Directory (AD).
- Log, track and resolve incidents and service requests using ServiceNow.
- Provide support across Microsoft 365 applications, including Outlook, Teams and SharePoint.
- Escalate complex technical issues where required.
- Maintain accurate documentation and update service desk tickets.
- Deliver excellent customer service and communicate technical solutions clearly to users.
- Previous experience in an IT Helpdesk Analyst, Service Desk Analyst or IT Support role.
- Hands-on experience with Active Directory (AD).
- Experience using ServiceNow for incident and service request management.
- Strong knowledge of Microsoft 365 (M365) applications.
- Experience troubleshooting Windows operating systems.
- Strong communication and problem-solving skills.
- A customer-focused approach with the ability to manage competing priorities.
- Initial 6-month contract opportunity.
- Work with an established organisation in a supportive IT environment.
- Opportunity to apply your technical skills and contribute to day-to-day IT operations.