Desktop Services Analyst

Spotlight; Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Profit Share

Team discounts

Gym discounts

EAP

Job summary

Spotlight Group Holdings in Melbourne is seeking a skilled Desktop Services Analyst to join the End User Services team. You will deliver 2nd and 3rd line desktop support across multiple sites, manage incidents and service requests, and maintain SLA objectives in a fast-paced retail tech environment.

The role requires 3+ years in operational support, strong Windows 10/11, Active Directory and Microsoft 365 Admin skills, plus Intune MDM and basic network knowledge.

Qualifications

• 3+ years in operational desktop support or similar
• Experience with Windows 10/11 setup, admin, and troubleshooting
• Experience managing users in Active Directory and Microsoft 365 Admin
• Experience with Intune MDM across Windows, iOS, MacOS, Android
• Experience with network basics: LAN/WAN, VPN, WiFi
• Knowledge of Cisco Call Manager/UCM and video conferencing is a plus

Responsibilities

• Provide 2nd and 3rd level desktop support across Spotlight Retail Group sites
• Manage logged incidents and service requests to meet SLA objectives
• Support Family/Owners Desktop Services where required
• Ensure desktop service restoration with minimal business disruption
• Diagnose, document and remediate desktop problems to prevent incidents
• Handle user provisioning, de-provisioning, and on-boarding/off-boarding tasks
• Perform routine IT infrastructure checks and monitoring

Skills

Desktop support

2nd/3rd line support

Windows 10/11

Active Directory

Microsoft 365 Admin

Intune MDM

LAN/WAN

VPN

Tools

Active Directory Admin tools

SCCM

Intune

Cisco Call Manager/UCM

Job description

• Australian owned and operated global retail brand
• Career Progression + Profit Share + Discounts + Hybrid options & more
• A vibrant, team oriented culture 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 Admin, 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