IT Support Analyst

As the IT Support Analyst, you will be the first point of contact for workplace technology support across all of our offices, keeping approximately 250 staff productive. This is a hands-on Level 1 and Level 2 role covering desktop support, Microsoft 365, end-user applications, access and devices, staff lifecycle activities and meeting-room technology.

You will own the day-to-day support queue in Freshservice and work alongside our Technical Support Specialist, who handles deeper Level 2 and Level 3 issues, reporting to the IT Operations Manager. In our fast-paced, growing business, we need someone energetic, service-minded and technically curious who follows issues through, spots better ways of working and wants to build their skills across a modern Microsoft environment.

Key Responsibilities

• Act as the first point of contact for in-person and service desk requests; troubleshoot Level 1 and Level 2 issues across Windows, macOS, Microsoft 365, business applications, hardware and connectivity.
• Own requests from diagnosis to resolution, escalating complex issues to the Technical Support Specialist, IT Operations Manager or managed service provider while tracking progress and keeping staff informed.
• Manage the daily Freshservice queue, prioritise incidents and requests against service levels, maintain accurate records and identify recurring issues that need a lasting fix.
• Deliver end-to-end starter, mover and leaver processes: accounts, groups, licences, access permissions, device provisioning, first-day setup and orientation, secure offboarding and equipment recovery.
• Administer Microsoft 365, Entra ID and Intune, including user and licence management, endpoint enrolment, compliance and configuration profiles.
• Maintain accurate device, asset and access records; support patching, software updates, equipment refreshes, desk setups and office moves.
• Support meeting-room AV and communications technology, including Microsoft Teams Rooms, cameras, microphones, displays and video conferencing; prepare rooms for important meetings and events.
• Coordinate with managed service providers, SaaS vendors and hardware suppliers on escalations, licence administration, repairs and replacements, following through to minimise disruption.
• Maintain practical knowledge-base articles, enable staff self-service where possible and suggest and implement improvements to everyday workplace support.
• Follow established security, access and change processes; maintain evidence for audits and work within ISO 27001 and APRA CPS 234 obligations.

Key Skills and Experience

Must-haves

• At least two years' experience in corporate service desk, desktop or end-user IT support, with practical Level 1 and Level 2 troubleshooting skills.
• Hands-on Microsoft 365 and Entra ID administration, including accounts, groups, access and licences.
• Experience with endpoint management, ideally Intune, including device enrolment, compliance and configuration.
• Confidence supporting Windows and macOS devices, business applications, hardware and meeting-room technology.
• Experience with a ticketing platform, strong record keeping and the ability to manage competing requests through to resolution.
• Excellent communication with staff at all levels, sound escalation judgement, a customer-first mindset and the energy, curiosity and initiative to thrive in a fast-paced environment.

Nice-to-haves

• Freshservice, SaaS administration, Microsoft Teams Rooms/AV support or experience working with an external managed service provider.
• Financial services or regulated-environment exposure, including access controls and audit evidence.
• Microsoft MS-900 or MD-102, CompTIA A+ or ITIL Foundation certification; enthusiasm for ongoing technical learning.