Advance your IT career with Australia's leading bioanalytical laboratory.
At Agilex Biolabs, we are Australia's largest and most technologically advanced regulated bioanalytical laboratory. We provide world‑class support for drug development across both large and small molecules and are now expanding into the cell and gene therapy space.
Recognised internationally for our flexible, client‑focused approach, we partner with biotechnology and pharmaceutical companies across APAC, the US, and Europe to help fast‑track their drug development programs.
Senior Service Desk Analyst
We are seeking a customer‑focused Senior Service Desk Analyst to join our IT team. This permanent, full‑time role will provide advanced IT support, manage escalated incidents and contribute to the continuous improvement of IT services in line with Agilex Quality and Information Security policies.
What you'll be doing
* Manage and resolve escalated Level 2‑3 tickets and complex troubleshooting (network, OS, application issues).
* Support computerised system validation (CSV) projects in collaboration with system owners.
* Maintain and improve IT infrastructure, including switches, firewalls, operating systems, and key applications.
* Lead incident, request, and problem management activities.
* Analyse recurring issues and contribute to proactive solutions.
* Manage and troubleshoot network performance and design.
* Liaise with internal teams, vendors, and external partners for effective issue resolution.
* Create and maintain IT knowledge base documentation.
* Oversee hardware, software, and subscription renewals.
* Mentor Service Desk team members and contribute to a positive, collaborative culture.
* Participate in change management and continuous improvement initiatives.
What you'll bring
* Diploma in Information Technology or equivalent experience.
* Minimum 2 years' experience in IT support or service desk environments.
* Strong analytical, troubleshooting, and communication skills.
* Proven ability to engage professionally with internal and external stakeholders.
* Technical expertise across:
o Ticketing Systems: FreshService, ZenDesk, ServiceNow, ManageEngine, or similar.
o Microsoft 365: SharePoint, Teams, Exchange, Azure, and related services.
o Backup Solutions: Veeam, Acronis, Backup Exec, Windows Backup.
o Networking: TCP/IP, routing, switching, firewalls, and ISP liaison.
o Printer configuration and troubleshooting.
o Working within GxP or change‑controlled environments.
o Exposure to Computerised Systems Validation (CSV).
o Managing Hyper‑V hosts and guests.
o Experience with Microsoft Power Platform (Power BI, Power Automate, Power Apps).
Why join Agilex Biolabs?
* At Agilex, you'll work with advanced technologies that help bring new therapies to patients faster.
* We offer a collaborative and innovative work environment.
* Opportunities for professional growth and skill development.
* The chance to contribute to meaningful, globally impactful work.
How to apply
Please submit your CV and a cover letter (combined into one Word or PDF document) outlining your relevant skills and experience.
Eligibility & limitations
* You must be an Australian citizen, permanent resident, or hold a valid working visa.
* We are not accepting applications from recruitment agencies at this time.
* Only shortlisted candidates will be contacted.
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