Service Desk Analyst
Summary
A 12-month contract Service Desk Analyst role placed by Hays Enterprise Solutions with an automotive organisation in Sydney. Day to day you provide Level 1/1.5 first-line support across a Microsoft environment — troubleshooting hardware, software and access issues, handling M365, Teams, Exchange Online and Active Directory tasks, and managing user onboarding/offboarding.
At Hays Enterprise Solutions, our mission is to help organisations thrive by supporting their workforce needs. We partner with over thirty large organisations across Australia and New Zealand, providing tailored solutions to ensure our clients have unrivalled access to top talent and unique market insights to build their evolving workforces.
This is a 12-month contract opportunity with a well-established and highly regarded automotive organisation.
What you'll contribute to
As a Service Desk Analyst, you will be the first point of contact for technology-related issues, delivering high-quality Level 1 and Level 1.5 support across a modern Microsoft environment. You'll work closely with end users and internal technology teams to resolve technical issues, manage service requests, and ensure a seamless technology experience for employees.
This position is ideal for a customer-focused IT professional who enjoys troubleshooting technical issues, supporting users, and working as part of a collaborative team committed to delivering outstanding service.
How you'll make an impact
Provide first-line technical support via phone, email, chat and ticketing systems, delivering an excellent customer experience.
Troubleshoot and resolve hardware, software, application and user access issues within agreed service levels.
Support Microsoft 365 technologies, including Teams, Exchange Online and Active Directory administration.
Manage user onboarding and offboarding activities, including account provisioning and access management.
Assist with hardware deployment, device configuration and software installations across the business.
Escalate complex technical issues to Level 2 and specialist support teams when required.
Contribute to knowledge management, process improvements and overall Service Desk performance.
Your attributes – if you've got one or more, we'd love to hear from you!
Previous experience in a Service Desk, Helpdesk or Technical Support role providing Level 1 or Level 1.5 support.
Strong knowledge of Microsoft 365, Active Directory, Windows 10/11 and end-user device support.
Experience supporting Microsoft Teams, Exchange Online and user account administration.
Understanding of networking fundamentals, including VPN, DNS, DHCP and TCP/IP.
Strong troubleshooting and problem-solving skills, with the ability to resolve technical issues efficiently.
Excellent communication and customer service skills, with the ability to support non-technical users.
ITIL certification or experience working within a structured IT service environment will be highly regarded.
If you feel as though this role could be a good fit for you, then please do not hesitate to reach out and apply!