Desktop Support Analyst – Onsite & Technical

About the role

As a Specialist 2 – Onsite & Technical, you will join a customer‑focused team delivering high‑quality IT support across Australia and New Zealand. The role centres on providing exceptional technology assistance, maintaining service standards, and contributing to continuous improvement initiatives.

Key responsibilities

• Deliver high‑quality, customer‑focused IT support and service.
• Provide hands‑on assistance for hardware deployment, incident/request management, and software/application troubleshooting.
• Build and maintain strong relationships with business stakeholders, product owners, colleagues, and external partners.
• Assist with technology asset and inventory management.
• Identify service improvement opportunities and pursue self‑development.
• Ensure activities meet SLA and KPI targets with timely resolution.
• Collaborate with stakeholders to drive innovation, value, and performance improvements.
• Support technology projects, critical changes, and continuous improvement initiatives.
• Promote an inclusive, diverse, and supportive workplace.

Required profile

• Minimum 3 years of desktop support experience (hardware, OS, smartphones, printers).
• Proven experience in a ServiceDesk or onsite support environment, preferably within a large corporate ICT setting.
• Strong knowledge of ITIL processes (Incident, Problem, Change, Configuration Management).
• Solid understanding of Microsoft Windows, Apple macOS, and the Office 365 suite.
• Excellent problem‑solving, analytical, and time‑management abilities.
• Strong focus on customer service and stakeholder engagement.
• Ability to work independently and take ownership of tasks.
• Adaptable and eager to learn new technologies and methodologies.

Required skills

• Microsoft Windows
• Apple macOS
• Microsoft Office 365
• ITIL process knowledge