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Senior / Lead IT Service Desk Analyst
2 weeks ago
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.
