Senior / Lead IT Service Desk Analyst

3 days ago

Adelaide, South Australia ZSoft Technologies Pty Ltd Full time $60,000 - $90,000 per year

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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