Desktop Support Analyst - Managed Services | SLA Driven

Data#3; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

Data#3 is seeking a Desktop Support Analyst to join our Managed Services team in Australia. This hands-on role focuses on troubleshooting, maintaining IT equipment, and delivering high-quality user support within SLAs.

You will work closely with customers, keep them informed during resolution, and contribute to documentation and process improvements while ensuring safety and compliance across sites.

Qualifications

• 3+ years in a Desktop Analyst or related role with troubleshooting skills.
• Experience working with SLAs.
• Strong customer service skills.
• Documentation skills for procedures and report creation.
• Proven ability to work within deadlines with minimal supervision.
• Experience with Intune conditional access management.
• Experience with endpoint management (MECM/Intune).
• MAM/MDM deployment and operational management.
• M365 operational management (Exchange, SharePoint, Teams, OneDrive, AAD).

Responsibilities

• Provide responsive technical and desktop support to customers.
• Troubleshoot and resolve IT issues promptly.
• Keep customers informed throughout the resolution process.
• Identify and escalate complex issues when required.
• Maintain accurate updates in call logging systems.
• Work within contracted SLAs and deliver high service levels.
• Contribute to process improvements and technical documentation.
• Share knowledge and collaborate with the wider support team.
• Travel to remote customer sites regularly.
• Adhere to onsite health and safety requirements.

Skills

Desktop support expertise

SLA awareness

Customer service

Documentation

Deadline-driven

Intune

MECM

AV & meeting room systems

MAM/MDM deployment

M365 administration

Tools

Intune

MECM

Azure Active Directory

Exchange

SharePoint

Teams

OneDrive

Job description

Data#3 is seeking a Desktop Support Analyst to join our Managed Services team in Australia. This hands-on role focuses on troubleshooting, maintaining IT equipment, and delivering high-quality user support within SLAs.

You will work closely with customers, keep them informed during resolution, and contribute to documentation and process improvements while ensuring safety and compliance across sites.