Desktop Services Analyst

Spotlight Pty Ltd; Melbourne; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Profit Sharing

Employee Discounts

Hybrid work options

Career progression

Job summary

Spotlight Group Holdings in Melbourne is seeking a Desktop Services Analyst to provide 2nd and 3rd level desktop support across the Spotlight Retail Group, including MacOS support for the Design Studio. You will manage incidents, CRM service requests, and ensure swift restoration of services while maintaining strong customer focus.

You will be the subject-matter expert for IT Desktop support, with responsibilities spanning Active Directory, Office 365 Admin, SCCM, Intune, and networked

Qualifications

• Minimum 3 years in operational desktop support or related roles.
• Experience with Windows 10/11 setup, administration, and SOE.
• Experience managing users in Active Directory and Microsoft 365 Admin; SCCM and antivirus tools.

Responsibilities

• Provide 2nd and 3rd level desktop support for Spotlight Retail Group sites including the Design Studio MacOS.
• Manage incidents and service requests to meet SLA objectives.
• Provide 1st, 2nd and 3rd level support for Family/Owners Desktop Services.
• Ensure desktop service is restored promptly with minimal business impact.
• Proactively diagnose and document desktop problems to prevent incidents.
• Handle New and Terminated User service requests.
• Perform routine checks of IT infrastructure performance/alerts.

Skills

Active Directory

Office 365 Admin

Windows 10/11

Intune MDM

SCCM

Networking (LAN/WAN/WiFi)

VPN

Cisco Call Manager/UCM

Tools

Cisco Call Manager

PCI Tools

Job description

Must know Active Directory & Microsoft Office 365

• 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

Spotlight is a proudly Australian family-owned and operated business with stores throughout Australia, NZ and Asia. We employ more than 6,700 team members who are dedicated to providing the best quality, service, price and expertise in fabrics, craft and homewares to our millions of customers.

Spotlight’s founders gained their passion for retail by working at their family stall at Melbourne's Queen Victoria Market in the early 1970's. Their strong drive and business acumen led them to opening their first Spotlight store in Malvern in September 1973 and the brand has grown from strength to strength ever since.

At Spotlight, we truly believe “it’s what you make it!” - even your career!

Spotlight is a proudly Australian family-owned and operated business with stores throughout Australia, NZ and Asia. We employ more than 6,700 team members who are dedicated to providing the best quality, service, price and expertise in fabrics, craft and homewares to our millions of customers.

Spotlight’s founders gained their passion for retail by working at their family stall at Melbourne's Queen Victoria Market in the early 1970's. Their strong drive and business acumen led them to opening their first Spotlight store in Malvern in September 1973 and the brand has grown from strength to strength ever since.

At Spotlight, we truly believe “it’s what you make it!” - even your career!