Service Desk Analyst - Level 2

Helia, as Australia’s first Lenders Mortgage Insurance (LMI) provider, with over 50 years expertise in the Australian housing market are in the process of re-inventing ourselves.We exist to accelerate financial wellbeing through home ownership, now and for the future. Our mission is to create innovative and tailored solutions in partnership with our customers. We aim to do this efficiently and conveniently, leveraging state of the art technology and data solutions.We are looking for a Service Desk Analyst - Level 2, to come onto the team for Maximum Term Contract of 12 months.As a Level 2 Service Desk Analyst, you are 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 escalate issues as required.You will also play a role in our ongoing shift-left strategy—helping reduce friction by empowering users through knowledge, automation, and effective first-time resolution. In doing so, you’ll contribute to a culture of continuous improvement and learning across both IT and the broader organisation.The nature of the role means you will meet everyone, learn a lot about the business and are always learning the latest tech. ResponsibilitiesPerform daily operational tasks, including system checklists and service monitoring.Identify, troubleshoot, and resolve technical issues, or escalate when appropriate.Manage the deployment and lifecycle of physical IT assets such as laptops, monitors, docking stations, and other office equipment.Follow defined IT service procedures to:Log, triage, and maintain service tickets.Promptly resolve requests or assign them to the appropriate team.Create and maintain accurate user and technical documentation.Collaborate with internal teams to manage and communicate service interruptions.Inform users of service status updates via defined communication channels.Assist in deploying system updates and patches across the end-user environment.Contribute to the shift-left strategy by identifying recurring issues and creating self-service content, knowledge base articles, or recommending automation opportunities.Proactively share knowledge with team members and end-users to increase IT capability across the business.Embrace a growth mindset by engaging in continuous learning and taking responsibility for personal and professional development.You have strong technical foundations and can confidently demonstrate your skills in:Windows desktop support and administration, especiallyMicrosoft 365 (Exchange, Teams)Microsoft IntuneMicrosoft Entra (e.g. Entra ID / Azure AD, conditional access, identity protection)LAN/WAN/WiFi networkingMobile Device Management (MDM)Deploying software and updates across a corporate desktop fleetITIL Incident and Service Management processesAnalytical skills, problem solving and process improvementIdeally, You’d Also HaveExperience with Confluence and Jira Service Desk.Audio/video conferencing technologyExposure to IT Asset ManagementExposure to basic IT security and physical infrastructure concepts.Your friends and colleagues would use these words to describe you:Excellent people skills - you’re a team player who can build collaborative relationships and you always stay calm under pressureYou’re good at communicating complex ideas to an audience with a broad range of technical skillsYou’re a keen learner who’s always looking to enhance your knowledge and develop new skillsYou have a passion for TechnologyYou love to help people and are driven by Customer SatisfactionYou have excellent written and verbal communication skillsYou have excellent problem-solving skills, a keen eye for detail and the ability to spot patternsYou’re great at managing your timeYou’re self-motivated. If you see something that needs doing, you jump in and sort it out without needing to be askedYou are always looking to improve thingsWe’d look very favourably on any of these qualifications:ITIL (Foundation or higher)Diploma or degree in an IT-related areaMicrosoft IT Support certificationsAt Helia, we are building a team focused on opportunities: creating brighter futures for our people. When you come to work at Helia, you’re joining an organisation that cares about what’s important to you. Whether it’s greater work-life balance, flexible working arrangements or looking after your wellbeing, we provide access to benefits that help support you both professionally and personally.Helia is a place where you can grow and make a difference. We provide a great learning culture, where cross collaboration, training and innovation happens to embrace and embed a customer service culture. We are based in the heart of North Sydney, with spacious offices and some of the most fantastic views in Sydney!If you are interested in joining a company where you can realise your full potential and grow, we would love to hear from you!We have a diverse business community: our people, our customers and communities are reflective of this and as an organisation we are committed to continually hiring a diverse workforce. We ensure our people always feel supported and we do this by our openness to flexible work options and our commitment to inclusion, regardless of career level, life-stage, or experience.