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. You'll 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 You'll 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
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