Service Desk Analyst - Level 2 in Sydney

Helia is Australia’s first Lenders Mortgage Insurance (LMI) provider, with more than 60 years of expertise in the Australian housing market. We exist to accelerate financial wellbeing through home ownership. Our mission is to deliver innovative, tailored solutions in partnership with our customers, making the home ownership journey simpler and more accessible.

As a Level 2 Service Desk Analyst, you are a key member of the team - handling requests across various channels including phone, self-service, and walk-ups. You’ll follow established procedures to understand customer needs, provide solutions, or escalate issues as required. You will also play a role in our ongoing shift-left strategy—helping reduce friction by empowering users through knowledge, automation, and effective first-time resolution. In doing so, you’ll contribute to a culture of continuous improvement and learning across both IT and the broader organisation.

Responsibilities:

• 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 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, updating knowledge base articles and recommending automation opportunities.
• Proactively share knowledge with team members and end-users to increase IT capability and improve support experience across the business.
• Embrace a growth mindset by engaging in continuous learning and taking responsibility for personal and professional development.
• Develop broader technical capability cross-skilling and exposure to specialist areas such as Cyber Security and Digital Solutions.

Who You Are:

You’re a seasoned Service Desk professional with at least 2-3 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.

At Helia, we’re building a team focused on creating opportunities and brighter futures for our people. When you join Helia, you become part of an organisation that genuinely cares about what matters to you — whether that’s work-life balance, flexible ways of working, wellbeing, or professional growth. We offer a range of benefits and support designed to help you thrive both personally and professionally.

Located in the heart of North Sydney, our office offers a vibrant workplace experience with some of Sydney’s best views. 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.