IT Helpdesk Analyst

At Symbos we build connected experiences through empathy technology and trust. We partner with organisations to deliver meaningful outcomes combining Australian-led expertise with global capability.

We are looking for an IT Helpdesk Analyst to join our internal IT team supporting day-to-day operations and ensuring our people have reliable responsive technical support.

About the role

As an IT Helpdesk Analyst you will provide first-line technical support to users assisting with hardware software and system-related issues. Youll manage service requests resolve basic technical concerns and work closely with the wider IT team to maintain service continuity.

This is a hands-on role suited to someone who is detail-oriented customer-focused and keen to build strong foundational experience in IT support.

Key responsibilities

• Answer incoming helpdesk calls emails and tickets in a timely and professional manner
• Log track and update support requests within the ticketing system
• Resolve basic Level 1 technical issues including password resets access requests and general troubleshooting
• Escalate more complex issues to senior IT team members where required
• Follow up on open tickets and provide users with timely updates
• Support user account setup changes and access removals
• Ensure all tickets are accurately documented and closed in line with SLA requirements
• Assist with day-to-day IT operations and administrative tasks
• Participate in team meetings and ongoing training activities
• Adhere to IT security data protection and compliance standards
• Contribute to continuous improvement by identifying process enhancements

What youll bring

• Experience in a service desk helpdesk or technical support role
• Working knowledge of Microsoft Office and corporate systems
• Familiarity with ticketing systems and service level agreements
• Strong communication skills with a clear customer-focused approach
• Ability to manage multiple tasks and prioritise effectively
• Exposure to ISO-aligned environments (e.g. ISO 27001/9001) is advantageous
• IT-related qualifications or ITIL training is desirable

What sets this role apart

• Opportunity to build strong foundations across IT support and service delivery
• Exposure to structured IT environments with defined service levels and compliance standards
• A supportive team culture with opportunities for learning and development
• Direct impact on employee experience and operational efficiency