Senior / Lead IT Service Desk Analyst

3 weeks ago

Adelaide, South Australia ZSoft Technologies Pty Ltd Full time
Senior / Lead IT Service Desk Analyst – Adelaide

Senior / Lead IT Service Desk Analyst to provide frontline IT support and guide the Service Desk team during a major technology transformation.

This role involves delivering Level 1 and Level 1.5 support to staff, students, and affiliates, while also acting as a point of escalation, mentoring analysts, and ensuring high-quality service delivery. You will work closely with subject matter experts, vendors, and colleagues to troubleshoot issues, manage escalations, and enable a seamless IT experience across the new university environment.

Key Responsibilities

  • Provide and oversee frontline IT support via phone, live chat, and ticketing systems.
  • Troubleshoot and resolve incidents across Windows, macOS, mobile devices, SOE, AV/VoIP, and personal devices.
  • Lead the escalation process, ensuring timely resolution by Level 2/3 teams where required.
  • Act as a point of guidance and mentoring for junior service desk analysts.
  • Ensure adherence to ITIL processes and use ServiceNow (or similar ITSM tools) to manage tickets, document resolutions, and support knowledge sharing.
  • Assist in building and maintaining the knowledge base and self-help guides.
  • Provide hypercare support during the university merger, ensuring smooth IT operations.
  • Deliver a strong customer service culture, including support for VIP or sensitive users.

Skills & Experience

  • Proven experience in a Senior or Lead Service Desk role within a busy IT support environment.
  • Strong technical troubleshooting skills across multiple platforms and devices.
  • Excellent customer service skills with the ability to work under pressure.
  • Experience with ITSM frameworks (ITIL) and enterprise service management platforms such as ServiceNow or Marval.
  • Ability to mentor, coach, and guide junior analysts.
  • Strong written and verbal communication skills.
  • Effective stakeholder engagement and vendor coordination.

Qualifications

  • ITIL v4 Foundation, CompTIA A+, or vendor certifications (Microsoft/Apple) – highly regarded.
  • Diploma or tertiary qualifications in IT or related discipline.

Desirable Skills

  • Understanding of cybersecurity and secure networking practices.
  • Familiarity with mobile device management (MDM) and remote access tools.
  • Knowledge of cloud environments (Microsoft 365, Azure).
  • Experience in documenting resolutions and creating self-help/user guides.
  • Adaptability to evolving technologies in dynamic environments.

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