Senior System Support Analyst – IT Service Desk

About the role

The Senior System Support Analyst will provide frontline IT support for a high‑profile ASD program, ensuring end‑users have reliable access to Windows, Microsoft 365, email, remote access and other enterprise services.

Key responsibilities

• Deliver first‑ and second‑level support for Windows 10/11, Microsoft 365, Outlook, Teams, telephony, peripherals and enterprise applications.
• Manage incidents and service requests via ServiceNow, coordinate escalations and maintain accurate asset records.
• Set up workstations, onboard new starters, deploy hardware, perform software installations and handle lifecycle management across multiple sites.

Required profile

• Proven experience in Service Desk, Desktop or End‑User Computing support within a fast‑paced IT environment.
• Strong troubleshooting skills for Windows OS, Microsoft 365, hardware, printers, remote access and connectivity issues.
• Ability to communicate technical concepts clearly to a broad user base and manage competing priorities.

Required skills

• Windows 10/11 operating systems
• Microsoft 365 suite (Outlook, Teams, etc.)
• ServiceNow or similar ITSM platform
• Desktop hardware deployment and support
• Basic knowledge of VMware, Windows Server, AWS and networking environments

What we offer

• Flexible work options including part‑time, job sharing and compressed hours.
• Wellbeing resources such as free Headspace access and dedicated wellness spaces.
• Learning opportunities with over 120,000 on‑demand courses and professional development pathways.
• Opportunity to work on nationally significant projects in defence and intelligence.