At Hays Enterprise Solutions, our mission is to help organisations thrive by supporting their workforce needs. We partner with over thirty large organisations across Australia and New Zealand, providing tailored solutions to ensure our clients have unrivalled access to top talent and unique market insights to build their evolving workforces.

This is a 12-month contract opportunity with a well-established and highly regarded automotive organisation.

What you'll contribute to

As a Service Desk Analyst, you will be the first point of contact for technology-related issues, delivering high-quality Level 1 and Level 1.5 support across a modern Microsoft environment. You'll work closely with end users and internal technology teams to resolve technical issues, manage service requests, and ensure a seamless technology experience for employees.

This position is ideal for a customer-focused IT professional who enjoys troubleshooting technical issues, supporting users, and working as part of a collaborative team committed to delivering outstanding service.

How you'll make an impact

• Provide first-line technical support via phone, email, chat and ticketing systems, delivering an excellent customer experience.
• Troubleshoot and resolve hardware, software, application and user access issues within agreed service levels.
• Support Microsoft 365 technologies, including Teams, Exchange Online and Active Directory administration.
• Manage user onboarding and offboarding activities, including account provisioning and access management.
• Assist with hardware deployment, device configuration and software installations across the business.
• Escalate complex technical issues to Level 2 and specialist support teams when required.
• Contribute to knowledge management, process improvements and overall Service Desk performance.

Your attributes – if you've got one or more, we'd love to hear from you!

• Previous experience in a Service Desk, Helpdesk or Technical Support role providing Level 1 or Level 1.5 support.
• Strong knowledge of Microsoft 365, Active Directory, Windows 10/11 and end-user device support.
• Experience supporting Microsoft Teams, Exchange Online and user account administration.
• Understanding of networking fundamentals, including VPN, DNS, DHCP and TCP/IP.
• Strong troubleshooting and problem-solving skills, with the ability to resolve technical issues efficiently.
• Excellent communication and customer service skills, with the ability to support non-technical users.
• ITIL certification or experience working within a structured IT service environment will be highly regarded.

If you feel as though this role could be a good fit for you, then please do not hesitate to reach out and apply!

Employer questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a service desk analyst?
• How much notice are you required to give your current employer?
• What's your expected hourly rate?

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