Desktop Services Analyst

Anaconda; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Profit share

Team discount

EAP

Gym discounts

Job summary

Spotlight Group Holdings in Melbourne is seeking a Desktop Services Analyst to provide 2nd/3rd level desktop support across the Desktop Environment, including various sites and the Design Studio MacOS team. The role includes on-call 24/7 escalation on a rotating basis and a hybrid work arrangement.

You will manage incidents and service requests to meet SLA, support Active Directory, Microsoft 365, SCCM, Intune MDM, and network services, while delivering customer-focused support in a fast-paced

Qualifications

• At least 3 years' experience in operational support.
• Experience in Windows 10/11 setup, administration and troubleshooting.
• Experience in managing users in Active Directory, Microsoft 365, SCCM, Anti-Virus, PCI tools.
• Experience with telecommunications (Cisco Call Manager/UCM, video conferencing, WiFi, VPN).
• Experience with Microsoft Intune MDM (Windows, iOS, MacOS and Android), enrolment and packaging.
• Experience in LAN/WAN/WiFi technologies and related troubleshooting.

Responsibilities

• 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

Skills

Operational support

Client facing

Team collaboration

Tools

Active Directory

Microsoft 365 Admin

SCCM

Intune MDM

Antivirus

PCI tools

Cisco Call Manager/UCM

Video Conferencing

NBN

WiFi

VPN

Job description

Job no: 520739
Work type: Full time
Location: VIC - Metro
Categories: Information Technology

• 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 Analysts 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