IT Analyst

Frog Recruitment; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Frog Recruitment seeks an experienced IT Support Analyst in Sydney CBD for a 12-month contract. You will provide frontline and onsite support across hardware, software, and collaboration technologies, ensuring smooth operation and excellent customer service in a fast-paced corporate environment.

You’ll be a key contact for staff, owning issues from request to resolution while maintaining professionalism and strong stakeholder relationships.

Qualifications

• Experience in Desktop Support or Service Desk roles.
• Strong knowledge of Windows operating systems and Office applications.
• Hardware and peripheral familiarity with laptops and workstations.
• Experience in a Service Desk environment with SLAs.
• Excellent troubleshooting and communication skills.
• Willingness to participate in on-call rotation.

Responsibilities

• Provide Level 1 and Level 2 desktop support across hardware, software and mobile technologies.
• Install, configure and maintain laptops, workstations, peripherals and business applications.
• Troubleshoot and resolve issues in Microsoft Windows and Office environments.
• Support video conferencing, AV systems and online meeting platforms.
• Manage incidents, service requests and escalations through the ITSM framework.
• Perform preventative maintenance and system checks across end-user technology.
• Participate in technology improvement initiatives and project work.
• Maintain accurate documentation of incidents, resolutions and troubleshooting activities.
• Analyse recurring issues and recommend preventative solutions.
• Deliver outstanding customer service and build relationships with stakeholders.
• Participate in rotating on-call support roster and after-hours support when required.

Skills

Desktop Support

Windows OS

Microsoft Office

ITSM

Communication

On-call Support

Audio Visual

Professional Services

Education

IT qualifications/certifications (Microsoft preferred)

Tools

Office 365

PC/Laptop hardware setup

Video conferencing hardware

Service desk tools

Job description

Sydney CBD | Leading Global Professional Services Firm

An exciting opportunity has become available for an experienced IT Support Analyst to join the Sydney office of a highly regarded international professional services firm on a 12-month contract.

This is a hands-on role supporting a fast-paced corporate environment, where you’ll be responsible for ensuring the smooth operation of end-user technology, resolving technical issues, and delivering exceptional customer service across the business.

The Opportunity

Working as part of a collaborative national technology team, you will provide frontline and onsite support for a broad range of hardware, software, mobile devices, audio visual systems and collaboration technologies.

You will act as a key point of contact for staff, taking ownership of technical issues from initial request through to resolution while maintaining a high level of customer service and professionalism.

Key Responsibilities

• Provide Level 1 and Level 2 desktop support across hardware, software and mobile technologies
• Install, configure and maintain laptops, workstations, peripherals and business applications
• Troubleshoot and resolve technical issues relating to Microsoft Windows and Microsoft Office environments
• Support video conferencing, audio visual systems and online meeting platforms
• Manage incidents, service requests and escalations through the IT service management framework
• Perform preventative maintenance and system checks across end-user technology
• Participate in technology improvement initiatives and project work
• Maintain accurate documentation of incidents, resolutions and troubleshooting activities
• Analyse recurring issues and recommend preventative solutions
• Deliver outstanding customer service and build strong relationships with internal stakeholders
• Participate in a rotating on-call support roster, including occasional after-hours support when

To be successful in this role, you will bring:

• Previous experience in a Desktop Support, IT Support Analyst or Service Desk role
• Strong knowledge of Microsoft Windows operating systems
• Demonstrated experience supporting Microsoft Office applications
• Solid understanding of workstation, laptop and peripheral hardware
• Experience working within a Service Desk environment and managing SLAs
• Excellent troubleshooting and problem-solving skills
• Strong communication skills with the ability to engage confidently with stakeholders at all levels
• Exposure to audio visual, video conferencing and collaboration technologies
• Relevant IT qualifications or certifications (Microsoft certifications highly regarded)
• A proactive, customer-focused approach with the ability to work both independently and within a team
• Previous experience supporting users within a law firm or professional services environment will be highly regarded
• An understanding of the unique technology, confidentiality and service requirements of a legal practice is highly desirable
• Willingness to participate in an on-call support rotation and provide occasional after-hours support when required

What's On Offer

• 12-month contract with a leading global organisation
• Supportive and collaborative team culture
• Exposure to modern technologies and enterprise-scale environments
• Attractive salary package
• CBD location with excellent transport access
• Wellbeing initiatives and additional employee benefits
• Opportunity to work within a highly respected professional services environment