Service Desk Analyst, Level 2 - IT MSP (The Hills Shire Council)

- Permanent Full Time
- Welcoming and Supportive Team Culture
- Norwest NSW (Greater Western Sydney) A successful and growing IT Managed Services Provider (MSP) is seeking a skilled and customer-focused Service Desk Analyst (Level 2) to support a broad range of technologies and environments. This role is well suited to an experienced IT professional who thrives in a fast-paced, multi-client environment and has strong experience across Microsoft cloud platforms, networking, and modern workplace technologies, including Azure Virtual Desktop (AVD). Key Responsibilities:
- Provide Level 2 IT support across end-user, infrastructure, and cloud environments.
- Troubleshoot and resolve complex technical issues in a timely and efficient manner.
- Support and maintain core business systems and collaboration platforms.
- Manage user access, identity, and system administration across cloud and on-premise environments.
- Maintain and support virtual desktop environments to ensure a seamless user experience.
- Manage and support end-user devices and workplace technology.
- Monitor and maintain network performance and reliability across client environments.
- Ensure accurate documentation of systems, processes, and support activities.
- Deliver a high standard of customer service, ensuring positive user outcomes.
- Build and maintain strong client relationships through effective communication and support. Key Requirements:
- Tertiary qualification in IT or relevant industry certifications.
- Proven experience in a Level 2 Service Desk or Systems Support role.
- Prior experience working within an MSP environment is highly desirable.
- Strong hands-on experience supporting Microsoft 365 and Azure environments.
- Demonstrated experience with Azure Active Directory (Entra ID) and on-premises Active Directory.
- Experience supporting and troubleshooting Azure Virtual Desktop (AVD).
- Familiarity with endpoint management solutions (Intune, SCCM, or similar).
- Solid experience in WAN/LAN administration and troubleshooting.
- Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs).
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong communication and stakeholder engagement abilities, with a customer-focused approach. Salary Package: $80K-$90K Base Super Job Ref: 4041862 TO APPLY: please click on the appropriate link. Apply on Kit Job: kitjobau.com/job/3r1seb