Desktop Services Analyst

Spotlight Retail Group (SRG); City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Spotlight Retail Group is seeking a Desktop Services Analyst to support the End User Services Team. The role covers 1st, 2nd and 3rd line desktop support across multiple sites, with on‑call 24/7 incident management on a rotating basis.

You will work in a hybrid environment, supporting Windows 10/11, AD, O365, Intune, and device management, while contributing to service improvements in a fast‑paced retail tech setting.

Qualifications

• Minimum 3 years in operational IT support
• Experience with Active Directory and Office 365 administration
• Experience with Windows 10/11 setup, admin and troubleshooting
• Experience with Intune MDM across Windows, iOS, macOS and Android
• Experience with LAN/WAN and Wi‑Fi technologies
• Australian Driving Licence and working rights in Australia

Responsibilities

• Provide 2nd and 3rd level desktop support across multiple sites
• Manage incidents and service requests to meet SLA targets
• Support Family/Owners Desktop Services and maintain desktop service/restoration
• Diagnose and document desktop problems to prevent incidents
• Handle user provisioning including New and Terminated team members
• Perform routine IT infrastructure monitoring and health checks

Skills

Active Directory

Office 365 admin

Windows 10/11

Intune MDM

Cisco Call Manager

LAN/WAN

WiFi

SCCM

Tools

SCCM

Intune

UCM/Cisco

Job description

• Must have experience with Active Directory and Microsoft Office 365 admin
• Hybrid role in a dynamic team where we embrace pace and encourage new ideas
• Australian Driving License Required

About the Role

The Desktop Services Analyst works in the broader End User Services Team supporting all facets of the Desktop Environment including, but not restricted to: Incident Management, Service Request Management (Add, Moves, Changes), Maintenance, Performance etc, to meet the needs of the Spotlight Retail Group.

As a key contact point, and subject matter expert for IT Desktop support and all related systems, you will perform 1st, 2nd and 3rd level infrastructure desktop support as well as providing on call support for escalated 24/7 incidents on a rotating basis.

You should be able to relate to people at all levels, have a can-do attitude and see problems as opportunities. In return we'll provide you with the skills and knowledge to succeed - you'll learn new ways of working and be part of a genuinely fast-paced and exciting business.

What You Will Be Doing

• Provide 2nd and 3rd level support for Spotlight Retail Group Desktop Services including Support Group, Various Warehouse sites and the Design Studio MacOS support.
• Manage logged incidents & service requests to meet agreed SLA objectives
• Provide 1st, 2nd and 3rd level support for the Family/Owners Desktop Services
• Ensuring Desktop Service is restored promptly and effectively, whilst minimising adverse effect on business operations
• Proactively identify, diagnose, document and eliminate Desktop problems that cause or may cause system Incidents
• Action relevant service requests including New and Terminated Team Members
• Ensure routine checks of IT Infrastructure performance/alerts are performed

About You

• You should have at least 3 years' experience in operational support, client facing roles is preferable
• Experience in Windows 10 &11- Set-up, administration and troubleshooting including SOE
• Experience in the management (creation, deletion and modification) of Users within Active Directory, Microsoft Office 365, SCCM, Anti-Virus, PCI tools.
• Management of Telecommunications (Cisco Call Manager/UCM - Physical and Soft Phones, Video Conferencing, Touchpoint, NBN, WiFi, VPN
• Experience with Microsoft Intune MDM (Windows, iOS and MacOS and Android), Including Enrolment and Application packaging and deployment
• Experience in LAN, WAN, Wi-Fi technologies and the use, deployment, troubleshooting of such technologies.

What's in it for you?

Along with the incredible career- growth opportunity of being part of this supportive team, we can offer you

• Great salary base + Super + Profit Share
• A culture that rewards initiative and creativity
• Centrally located office - South Melbourne
• Benefits- team discount, EAP, gym discounts and more

Who We Are

Spotlight Group Holdings (“SGH”) is looking to grow their talented, highly entrepreneurial team. SGH is Australia's largest privately-owned and operated family business, comprising of the Spotlight Retail Group, the Spotlight Property Group, Spotlight Direct Investments and the Spotlight Charitable Foundation.

Comprising of the long term existing iconic brands in Spotlight, Anaconda and Mountain Designs, together with the exciting addition of Harris Scarfe, SRG is acknowledged as the market leaders within the Australian retail Space.

You must have unrestricted working rights in Australia to be considered for this position