ICT Support and Applications Analyst

Melbourne Anglican Diocese Corporation Ltd; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Melbourne Anglican Diocese Corporation Ltd is seeking an experienced ICT Support & Applications Analyst to join our small, collaborative ICT team. This hands-on role covers Level 1/2 support, Microsoft cloud technologies, and business applications, with a focus on smooth user experiences and timely issue resolution.

You will troubleshoot across hardware, software, and endpoints, administer Entra ID/Azure AD, manage Intune devices, and help coordinate vendor relations.

Qualifications

• Several years of ICT support experience.
• Strong troubleshooting and problem-solving skills.
• Experience with Microsoft 365 administration.
• Ability to manage multiple priorities and communicate clearly.

Responsibilities

• Provide Level 1 and Level 2 technical support across the organisation, including troubleshooting hardware, software and user issues
• Support Microsoft 365, including Outlook, Teams, SharePoint and OneDrive
• Support Windows desktops and laptops
• Manage devices through Microsoft Intune
• Administer users, groups and access in Microsoft Entra ID
• Resolve MFA, authentication and access issues
• Complete user onboarding, offboarding and access changes
• Support meeting-room technology, audiovisual equipment and video conferencing
• Investigate and coordinate support requests across business systems, which may include Microsoft Dynamics 365, Microsoft Power Apps and Power Automate, WordPress and website technologies, and other business applications
• Investigate and gather relevant information before escalating, communicate clearly with users, keep tickets and documentation current, follow up with vendors and support partners, and keep users informed while issues are being resolved

Skills

Microsoft 365

Intune

Entra ID

Azure AD

MFA

Customer service

Troubleshooting

Ticketing

Documentation

Prioritization

Business apps

Tools

Power Automate

Power Apps

SharePoint

Outlook

Job description

This is a varied, hands-on position covering user support, Microsoft cloud technologies, business applications and ICT projects. You will work across different technologies, investigate unfamiliar issues and help ensure problems are followed through to resolution. Your work will broadly cover three areas: ICT and end-user support, business application support and vendor coordination, and technology projects, documentation and continuous improvement.

Key responsibilities

Provide Level 1 and Level 2 technical support across the organisation, including troubleshooting hardware, software and user issues

Support Microsoft 365, including Outlook, Teams, SharePoint and OneDrive

Support Windows desktops and laptops

Manage devices through Microsoft Intune

Administer users, groups and access in Microsoft Entra ID

Resolve MFA, authentication and access issues

Complete user onboarding, offboarding and access changes

Support meeting-room technology, audiovisual equipment and video conferencing

Investigate and coordinate support requests across business systems, which may include Microsoft Dynamics 365, Microsoft Power Apps and Power Automate, WordPress and website technologies, and other business applications

Investigate and gather relevant information before escalating, communicate clearly with users, keep tickets and documentation current, follow up with vendors and support partners, and keep users informed while issues are being resolved

About you

Several years of experience in an ICT support, systems support, desktop support or application support environment

Strong technical troubleshooting and problem-solving skills

Good working knowledge of Microsoft 365

Exposure to Microsoft Intune or a similar endpoint-management platform

Experience with Microsoft Entra ID, Azure AD, MFA and access administration

Experience supporting one or more business applications

Strong communication and customer-service skills

Good ticket-management and documentation practices

The ability to manage competing priorities

About us

The Anglican Diocese of Melbourne is continuing to strengthen its internal ICT capability and is looking for an experienced ICT Support & Applications Analyst to join our small, collaborative ICT team.