IT Service Desk Specialist — Level 1/2 Support, Microsoft 365

Ricoh Australia Pty Ltd; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Purchased Leave Scheme

Job summary

Ricoh Australia Pty Ltd is seeking an experienced Service Desk Specialist to provide Level 1 and 2 IT support across the national business, ensuring employees stay productive and connected.

You'll handle incidents from diagnosis to resolution and work with technologies including Microsoft 365, Windows 11, Intune, Entra ID, and cloud platforms. The role emphasizes proactive problem solving, documentation, and cross-team collaboration.

Qualifications

• 3+ years hands-on experience in a Service Desk/End User Computing role.
• Strong technical experience supporting Microsoft 365, Windows OS, and cloud or hybrid environments.
• Experience with Intune and Autopilot for endpoint provisioning and management.
• Familiarity with Active Directory and Microsoft Entra ID for identity management.
• Knowledge of ITSM processes and ticket lifecycle; ServiceNow is desirable.

Responsibilities

• Deliver Level 1 and Level 2 IT support across hardware, software, apps, OS, and connectivity.
• Own and manage end-to-end lifecycle of incidents and service requests within SLAs.
• Administer and support Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, Dynamics 365).
• Manage endpoint devices using Intune and Autopilot, including provisioning and security compliance.
• Support cloud and on-premises infrastructure (Azure, AWS, Windows, Linux).
• Manage identity and access via Active Directory and Entra ID.
• Troubleshoot network/connectivity issues (VPN, wireless, DNS, DHCP, TCP/IP).
• Collaborate with internal teams and vendors to improve service delivery.
• Maintain technical documentation and knowledge base articles.

Skills

Service Desk experience

Microsoft 365

Windows OS

Intune

Autopilot

Entra ID/Active Directory

ITSM practices

ServiceNow

Communication skills

Problem solving

Tools

ServiceNow

Job description

Ricoh Australia Pty Ltd is seeking an experienced Service Desk Specialist to provide Level 1 and 2 IT support across the national business, ensuring employees stay productive and connected.

You'll handle incidents from diagnosis to resolution and work with technologies including Microsoft 365, Windows 11, Intune, Entra ID, and cloud platforms. The role emphasizes proactive problem solving, documentation, and cross-team collaboration.