Service Desk Analyst - Global Firm

An exciting opportunity has arisen for a highly skilled Service Desk Analyst to join a leading global asset management services firm. This role is based in Sydney and offers the chance to provide local support to Australian offices, as well as remote support to other regional locations. The successful candidate will play a crucial role in ensuring a positive user experience for associates, establishing effective relationships with business partners, and delivering consistent, high-quality support services.

What you'll do:

As a Service Desk Analyst, your primary function will be to ensure a positive user experience.

• Act as the single point of contact for end users for IT-related incidents and requests.
• Provide first-line determination and resolution to resolve and fulfil end users' incidents and service requests.
• Communicate effectively with users throughout the life of their reported issues or requests.
• Escalate high-impact incidents promptly to responsible parties and management per agreed guidelines and escalation matrix.
• Partner with the global team to ensure appropriate knowledge management standards are maintained.
• Work collaboratively on problem troubleshooting.
• Participate in Local and Global initiatives, supporting the needs of the local business partners.
• Fulfil additional, relevant tasks appropriate to the role and business requirements on an ad-hoc basis.

What you bring:

The ideal candidate for this Service Desk Analyst position will bring a wealth of experience from previous roles within Desktop Support or Service Desk. You should hold a Bachelor's degree in an IT-related field and have at least five years' experience in similar roles. Your strong background in ITIL foundational concepts will be complemented by hands-on technical experience with Windows & Azure, Intune, and Service Now. Your excellent troubleshooting skills will be matched by your proficient technical knowledge of endpoints, AV/VC room technology, and client applications. Your time-management, organisation, and communication skills will be key to your success in this role, as will your ability to build relationships with senior stakeholders.

• Bachelor’s degree in IT related field preferred.
• Minimum 5 years’ experience in a Desktop Support or Service Desk role.
• Strong background in ITIL foundational concepts.
• Hands-on experience in technical aspects of Windows & Azure, Intune and Service Now.
• Good sense of IT trouble shooting skills.
• Proficient technical knowledge of endpoints, A/V room technology, client applications and other related technologies.
• Good time-management, organisation and communication skills.
• Demonstrated relationship building including success with senior stakeholders.

What sets this company apart:

This is a chance to join a leading global asset management services firm that is dedicated to meeting the evolving investment and capital needs of its clients and customers. The company provides innovative solutions and access to differentiated opportunities across public and private capital markets. With business and investment professionals located across North America, Europe, and Asia Pacific, you'll be joining a truly global team.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Sam Jamshed on 02 8289 3159 for a confidential discussion.