Hybrid Desktop Services Analyst – 2nd/3rd Line IT Support

Spotlight Retail Group; Victoria; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Profit Sharing

Gym discounts

Team discount

EAP

South Melbourne office

Job summary

Spotlight Retail Group is seeking a Desktop Services Analyst to join our End User Services Team in a hybrid role based in VIC, South Melbourne. You will support the Desktop Environment, handling incidents, requests, and maintenance across multiple sites.

You’ll work on 1st–3rd level support, manage SLAs, and be a subject matter expert for Windows, AD, O365, and Intune MDM. A strong customer focus and teamwork are essential for success.

Qualifications

• At least 3 years' experience in operational IT support or similar roles.
• Experience configuring Windows 10/11 via standard operating environment (SOE).
• Experience with Active Directory, Microsoft 365, SCCM, anti-virus, PCI tooling.

Responsibilities

• Provide 2nd and 3rd level desktop support for Spotlight Retail Group desktops across multiple sites.
• Manage logged incidents and service requests to meet SLA objectives.
• Provide 1st, 2nd and 3rd level support for Family/Owners Desktop Services.
• Ensure desktop service restoration with minimal business impact.
• Diagnose, document, and resolve desktop problems to prevent incidents.
• Handle new and terminated user provisioning and deprovisioning.
• Perform routine checks of IT infrastructure performance and alerts.

Skills

Active Directory

Microsoft Office 365

Windows 10/11

Intune MDM

LAN/WAN/Wi‑Fi

Tools

SCCM

Cisco Call Manager/UCM

Anti-Virus

Intune MDM

Job description

Spotlight Retail Group is seeking a Desktop Services Analyst to join our End User Services Team in a hybrid role based in VIC, South Melbourne. You will support the Desktop Environment, handling incidents, requests, and maintenance across multiple sites.

You’ll work on 1st–3rd level support, manage SLAs, and be a subject matter expert for Windows, AD, O365, and Intune MDM. A strong customer focus and teamwork are essential for success.