IT Service Desk Analyst

Regis; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Regis Aged Care is seeking a customer-focused IT Service Desk Analyst to join our National IT team in Australia. You will provide first and second-level support across hardware, software, user access, Microsoft 365 and connectivity issues, helping multi-site teams across the country stay connected.

You’ll work with experienced IT professionals, gain exposure to a broad range of technologies, and contribute to ongoing improvements within the Service Desk, delivering professional and responsive

Qualifications

• Experience in a Service Desk/Help Desk/Desktop Support environment.
• Customer-first mindset with strong communication skills.
• Experience supporting Microsoft 365, Windows environments and user access management.

Responsibilities

• Provide first and second-level IT support and resolve incidents and service requests promptly.
• Set up and manage user accounts across Active Directory, Entra ID and Microsoft 365.
• Troubleshoot hardware, software, and connectivity issues across devices.”
• Support onboarding/offboarding and user access management activities.
• Maintain accurate records in the service management platform and contribute to knowledge sharing.

Skills

Service Desk experience

Windows environments

Troubleshooting

Communication skills

End-user support

Education

IT qualifications or certifications (ITIL/Microsoft/Azure)

Tools

Microsoft 365

Active Directory

Entra ID

Networking basics

Endpoint management

Job description

Keep care moving. Power the technology behind it.

Join Regis and build your IT career while helping our teams stay connected, supported and focused on delivering exceptional care.

About the Role

Regis Aged Care is seeking a customer-focused IT Service Desk Analyst to join our National IT team.

This is an excellent opportunity for someone with a solid foundation in IT support who wants to further develop their technical skills in a complex, multi-site environment. Working closely with experienced IT professionals, you'll gain exposure to a broad range of technologies while playing an important role in supporting our homes, support offices and frontline teams across Australia.

You'll be responsible for providing first and second-level support across hardware, software, user access, Microsoft 365 and connectivity issues, while developing your knowledge and capabilities within a supportive team environment.

What You'll Be Doing

• Provide first and second-level IT support and resolve incidents and service requests in a timely manner.
• Set up, manage and maintain user accounts across Active Directory, Entra ID and Microsoft 365.
• Troubleshoot hardware, software, printer, device and connectivity issues.
• Support onboarding, offboarding and user access management activities.
• Assist with endpoint management, device deployment and asset management.
• Escalate complex issues to specialist IT teams while maintaining ownership and communication with users.
• Maintain accurate records and documentation within the service management platform.
• Contribute to knowledge sharing and continuous improvement initiatives within the Service Desk team.
• Deliver professional, friendly and responsive customer service to stakeholders across the business.

About You

We're looking for someone who enjoys helping people, is naturally curious, and wants to continue developing their IT support career.

You will bring:

• Experience working in a Service Desk, Help Desk, Desktop Support or IT Support environment.
• A genuine customer-first mindset and strong communication skills.
• Experience supporting Microsoft 365, Windows environments and user access management.
• Exposure to Active Directory, Entra ID, networking or endpoint management technologies.
• Strong troubleshooting and problem-solving abilities.
• The ability to prioritise competing tasks in a busy support environment.
• A willingness to learn, take ownership and grow your technical capability over time.
• IT qualifications, certifications (such as ITIL, Microsoft or Azure certifications), or relevant tertiary studies will be highly regarded.

Requirements

Applicants must have unrestricted working rights in Australia.

Why Join Regis?

• Develop your skills in a large national organisation.
• Work alongside experienced IT professionals who will support your growth and development.
• Gain exposure to a broad Microsoft-based technology environment.
• Join a collaborative and supportive team culture.
• Make a genuine difference by supporting the people who care for our residents every day.