Service Desk Analyst - Level 2
Apply locations: Sydney, NSW | Full time | Posted 4 Days Ago | Job Requisition ID: JR0000000410
Helia, Australia's first Lenders Mortgage Insurance (LMI) provider with over 50 years of expertise, is re-inventing itself to accelerate financial wellbeing through homeownership. Our mission is to create innovative, tailored solutions in partnership with our customers, leveraging advanced technology and data solutions.
* Work collaboratively within a growing IT team.
* Perform daily operational tasks, including system checklists and service monitoring.
* Identify, troubleshoot, and resolve technical issues or escalate when necessary.
* Manage deployment and lifecycle of physical IT assets such as laptops, monitors, and docking stations.
* Follow IT service procedures to log, triage, and maintain service tickets, resolve requests promptly, and create technical documentation.
* Communicate service interruptions and updates effectively to users.
* Assist in deploying system updates and patches.
* Contribute to the shift-left strategy by creating self-service content and automation opportunities.
* Share knowledge proactively to enhance IT capabilities across the business.
Embrace continuous learning and take responsibility for personal and professional growth.
You should have at least 3 years of hands-on experience in a Service Desk role, with broad technical skills and understanding of the corporate IT environment. Your skills should include:
* Windows desktop support and administration, especially Microsoft 365, Intune, and Entra (Azure AD).
* LAN/WAN/WiFi networking, MDM, deploying software and updates.
* ITIL Incident and Service Management processes.
* Analytical skills, problem-solving, and process improvement.
Preferred additional skills include experience with Confluence, Jira Service Desk, AV conferencing technology, IT Asset Management, and basic IT security concepts.
Ideal candidates are described as: excellent communicators, team players, eager learners, passionate about technology, customer-focused, detail-oriented, self-motivated, and proactive in improving processes.
Beneficial qualifications include ITIL certifications, IT-related degrees or diplomas, and Microsoft IT support certifications.
At Helia, we value diversity and support flexible work arrangements to foster an inclusive environment. Our offices are located in North Sydney, offering spacious workspaces with great views.
If you're looking to grow and make an impact, we'd love to hear from you
About Us
Helia (formerly Genworth) has played a key role in Australia's property market since 1965. As a dedicated LMI provider, we are committed to leading the industry and helping Australians achieve their homeownership dreams.
We aim to reimagine the homeownership experience and promote financial wellbeing now and in the future.
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