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.

• Work as part of a collaborative and growing IT team.
• Perform 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’re a seasoned Service Desk professional with at least 3 years of hands-on experience. You bring a broad technical skillset and a solid understanding of the corporate IT environment. You’re seeking a role that will challenge you, allow you to grow, and make a real impact on both users and IT operations.

You have strong technical foundations and can confidently demonstrate your skills in:

Windows desktop support and administration, especially

• Microsoft 365 (Exchange, Teams)
• Microsoft Intune
• Microsoft Entra (e.g. Entra ID / Azure AD, conditional access, identity protection)
• LAN/WAN/WiFi networking
• Mobile Device Management (MDM)
• Deploying software and updates across a corporate desktop fleet
• ITIL Incident and Service Management processes
• Analytical skills, problem solving and process improvement
  
  

Ideally, You’d Also Have

• Experience with Confluence and Jira Service Desk.
• Audio/video conferencing technology
• Exposure to IT Asset Management
• Exposure 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 pressure
• You’re good at communicating complex ideas to an audience with a broad range of technical skills
• You’re a keen learner who’s always looking to enhance your knowledge and develop new skills
• You have a passion for Technology
• You love to help people and are driven by Customer Satisfaction
• You have excellent written and verbal communication skills
• You have excellent problem-solving skills, a keen eye for detail and the ability to spot patterns
• You’re great at managing your time
• You’re self-motivated. If you see something that needs doing, you jump in and sort it out without needing to be asked
• You are always looking to improve things
  
  

We’d look very favourably on any of these qualifications:

• ITIL (Foundation or higher)
• Diploma or degree in an IT-related area
• Microsoft IT Support certifications
  
  

At 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.