IT Support Analyst

About the role

The IT Support Analyst is the first point of contact for workplace technology support across all offices, keeping about 250 staff productive. It 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 the Technical Support Specialist, who handles deeper Level 2 and Level 3 issues and reports to the IT Operations Manager.

Key responsibilities

• Act as the first point of contact for in-person and service desk requests, troubleshooting 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.
• Deliver end-to-end starter, mover and leaver processes: accounts, groups, licences, access permissions, device provisioning, first-day setup, secure offboarding and equipment recovery.
• Administer Microsoft 365, Entra ID and Intune, including user and licence management, endpoint enrolment, compliance and configuration profiles.
• Maintain 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.
• Coordinate with managed service providers, SaaS vendors and hardware suppliers on escalations, licence administration, repairs and replacements.
• Maintain knowledge-base articles, enable staff self-service and suggest improvements to workplace support.
• Follow security, access and change processes, maintain audit evidence and work within ISO 27001 and APRA CPS 234 obligations.

Required profile

• 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.
• Nice to have: Freshservice, SaaS administration, Microsoft Teams Rooms/AV support or experience with an external managed service provider; financial services or regulated-environment exposure.

Required skills

• Microsoft 365, Entra ID and Intune administration
• Windows and macOS support
• Ticketing platform (Freshservice)
• Nice to have: Microsoft MS-900 or MD-102, CompTIA A+ or ITIL Foundation certification