A leading global strategy consulting firm is seeking an IT Service Desk Analyst to support its Sydney office on a part-time, flexible basis. This is an ideal opportunity for a junior-to-mid-level IT professional to contribute to a dynamic, fast-paced consulting environment with exposure to high-profile client engagements and internal technology operations.

The role offers a structured entry point into a prestigious consulting firm, with clear progression potential and the flexibility of a contracted arrangement. Success will be measured by service desk incident resolution quality, response time adherence to service level agreements, and user satisfaction ratings.

Key Activities

• Service Desk Support: Provide first-line and second-line technical support to internal staff and consultants, responding to and resolving IT incidents and service requests in line with agreed service level agreements.
• Ticket Management: Log, prioritise, and track all service requests through the IT helpdesk system, escalating complex issues to senior technical teams and providing regular status updates to users.
• User Support & Training: Assist end-users with hardware and software troubleshooting, password resets, access provisioning, and basic training on IT systems and tools.
• Documentation & Knowledge Management: Maintain accurate records of incidents and resolutions, contributing to knowledge base articles and documentation that improve first-contact resolution rates.
• IT Operations: Support routine IT operational tasks such as software deployment, system updates, and asset management as directed by the IT manager.
• Stakeholder Engagement: Communicate professionally with internal stakeholders across all office levels, demonstrating service-minded customer support and contributing to a positive IT culture.

Your Background

Essential:

• 1–3 years of experience in IT service desk or technical support roles, demonstrating competency in first-line and second-line incident management.
• Strong troubleshooting skills across Windows and macOS operating systems, Microsoft Office applications, and common networking concepts.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users in a clear and patient manner.
• Familiarity with ITIL principles and service desk best practices, or demonstrated knowledge of incident and request management processes.
• Reliability, attention to detail, and the ability to manage multiple support requests simultaneously whilst maintaining service quality standards.

Desirable:

• Experience with IT service management (ITSM) platforms such as ServiceNow, Jira, or similar ticketing systems.
• Knowledge of active directory, group policies, and user access management in enterprise environments.
• Experience supporting professional services or consulting firm environments.
• IT certification such as CompTIA A+, CompTIA Network+, or ITIL Foundation.