Senior / Lead It Service Desk Analyst
3 days ago
Senior / Lead IT Service Desk Analyst – AdelaideSenior / 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 ResponsibilitiesProvide 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 & ExperienceProven 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.QualificationsITIL v4 Foundation, CompTIA A+, or vendor certifications (Microsoft/Apple) – highly regarded.Diploma or tertiary qualifications in IT or related discipline.Desirable SkillsUnderstanding 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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