IT Service Desk Analyst: Frontline Tech Support

Standards Australia; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Standards Australia is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd line IT support across hardware, software, SaaS, and end-user devices. This on-site role requires a minimum of three days per week in the office to ensure timely assistance for employees and vendors.

You will troubleshoot issues via phone, remote, or face-to-face, log incidents, and collaborate with internal IT teams and external vendors while maintaining documentation and contributing to

Qualifications

• Demonstrated experience in an IT Service Desk or Technical Support role.
• Strong knowledge of end-user devices, operating systems, and common business applications.
• Proven ability to troubleshoot and resolve technical issues remotely and face-to-face.
• Experience managing incidents and service requests through full lifecycle.

Responsibilities

• Provide 1st and 2nd level IT support via phone, email, remote, and on-site interactions.
• Troubleshoot hardware, software, SaaS, and access issues following SLAs.
• Log and track incidents to resolution with clear user communication.
• Support AV and meeting room tech including Teams Rooms and conferencing equipment.
• Manage user onboarding/offboarding and equipment setup.
• Coordinate with IT teams and vendors to resolve issues efficiently.
• Maintain documentation and contribute to knowledge base improvements.
• Assist with deployments and service reporting; participate in improvement initiatives.
• Mentor junior staff and uphold IT policies and standards.

Skills

IT service desk

End-user devices

Microsoft 365

Troubleshooting

Incident management

Customer focus

Onboarding/offboarding

Documentation

Collaboration

Process improvement

Tools

Microsoft 365

Collaboration tools

Job description

Standards Australia is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd line IT support across hardware, software, SaaS, and end-user devices. This on-site role requires a minimum of three days per week in the office to ensure timely assistance for employees and vendors.

You will troubleshoot issues via phone, remote, or face-to-face, log incidents, and collaborate with internal IT teams and external vendors while maintaining documentation and contributing to