IT Service Desk Pro — Elevate Everyday Tech Support

Standards Australia; New South Wales; On-site; AUD 70,000 - 95,000; Full time

Job summary

Standards Australia is seeking a Technical Support Analyst to provide hands‑on IT support for employees and vendors. You will handle 1st and 2nd line requests across hardware, software, SaaS applications, and end‑user devices, delivering timely assistance and maintaining high service levels.

The role requires on‑site presence at least three days a week, strong customer service skills, and a proactive problem‑solving mindset to ensure a smooth technology experience for the organisation.

Qualifications

• Experience in an IT Service Desk or Technical Support role providing 1st and 2nd line support.
• Strong knowledge of end‑user devices, operating systems, Microsoft 365 and collaboration tools.
• Proven ability to troubleshoot, diagnose and resolve technical issues efficiently.
• Experience managing incidents through full lifecycle with clear communication and escalation when needed.
• Customer‑first mindset with excellent communication and a focus on user experience.
• Experience onboarding/offboarding users and provisioning accounts and equipment.

Responsibilities

• Be the first point of contact for IT support via phone, email, remote or face‑to‑face.
• Troubleshoot hardware, software, SaaS, devices, and access issues in line with SLAs.
• Log, prioritize, track incidents to resolution with regular user updates.
• Support AV and meeting room tech including Teams Rooms and conferencing gear.
• Manage onboarding/offboarding, access provisioning, and equipment setup.
• Collaborate with internal IT teams and vendors to resolve issues efficiently.
• Maintain documentation and contribute to knowledge base improvements.
• Assist with deployments and ensure solutions meet business needs.
• Identify recurring issues and contribute to service improvement initiatives.
• Mentor junior team members and support a collaborative, customer‑focused environment.

Skills

IT Support

Microsoft 365

End-user devices

Remote & face-to-face support

Communication skills

Documentation

Tools

Microsoft Teams

Teams Rooms

Ticketing systems

ITIL familiarity

Job description

Standards Australia is seeking a Technical Support Analyst to provide hands‑on IT support for employees and vendors. You will handle 1st and 2nd line requests across hardware, software, SaaS applications, and end‑user devices, delivering timely assistance and maintaining high service levels.

The role requires on‑site presence at least three days a week, strong customer service skills, and a proactive problem‑solving mindset to ensure a smooth technology experience for the organisation.