IT Support Analyst

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

Job summary

Vision Super is seeking an IT Support Analyst to be the first point of contact for end users and to provide timely, effective IT assistance across our Microsoft environment.

You will work with IT Operations and Cyber Security to support infrastructure, Microsoft 365, devices, and remote users. This hands-on role offers breadth across desktop support, user administration, device management, and ongoing service improvements.

Qualifications

• 3+ years’ IT support/systems experience with Microsoft technologies.
• Broad understanding of network infrastructure and ITIL practices.
• Strong communication and stakeholder management skills.
• Customer service focus and ability to coach users with varying technical knowledge.
• IT-related degree or certifications and willingness to pursue further certifications.

Responsibilities

• Act as the first point of contact for end users, logging incidents in Jira Service Management.
• Own tickets through resolution within SLAs and document outcomes per ITIL.
• Diagnose and resolve hardware, software, connectivity and access issues on Windows devices.
• Support Microsoft 365 suite, Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Manage user accounts in Active Directory and Azure AD, including password resets and group membership.
• Assist in remote work and mobile device management implementations.
• Collaborate with Cyber Security to remediate endpoint vulnerabilities and drive problem management.
• Develop knowledge base articles and end-user guides for self-service.
• Coordinate with vendors and internal teams to ensure service delivery.

Skills

Troubleshooting

Customer service

Communication

Analytical thinking

Stakeholder management

Education

IT degree

ITIL Foundation (cert)

Microsoft certifications

Tools

Jira Service Management

Active Directory

Azure AD / Microsoft Entra ID

Intune

MDM

Remote Desktop Services

Microsoft 365

Job description

At Vision Super, we’ve been entrusted with Australians' retirement savings for over 75 years. As an industry super fund, we focus on delivering exceptional outcomes for our members' futures. Our culture is built around collaboration, support, and innovation.

About the role

If you're a customer-focused IT professional who enjoys troubleshooting, solving problems, and working with modern Microsoft technologies, we'd love to hear from you.

As the IT Support Analyst, you will be the first point of contact for IT support across Vision Super, providing timely and effective assistance to end users while ensuring high levels of service delivery. You'll work closely with the IT Operations and Cyber Security teams to support infrastructure, Microsoft 365 environments, telecommunications systems, and end-user devices.

This is a hands-on role offering broad exposure across desktop support, user administration, device management, and service improvement initiatives.

What you’ll be doing:

• Act as the first point of contact for end users, logging and triaging incidents through Jira Service Management
• Own support tickets through to resolution within agreed SLAs, maintaining accurate documentation aligned to ITIL best practices
• Diagnose and resolve hardware, software, connectivity, and user access issues across Windows 11 desktops, laptops, mobile devices, and remote users
• Maintain clear, timely communication with end users throughout the support lifecycle
• Provide support for the Microsoft 365 suite, including Outlook and Exchange Online, Microsoft Teams, SharePoint Online OneDrive Microsoft Office applications and Microsoft Intune
• Administer user accounts and permissions within Active Directory and Microsoft Entra ID (Azure AD), including password resets, unlocks, and group membership
• Assist coordination of effective resolution of workstation or end-user operational problems and elevate issues where required
• Assist in the support of users in Microsoft Remote Desktop Services environment
• Provide support for remote users in New South Wales offices and work from home users
• Deploy software, image laptops, and assist with Mobile Device Management (MDM)
• Help manage the organisation's phone system, including workflows and call recording solutions
• Collaborate with the Cyber Security team to remediate endpoint vulnerabilities within agreed service levels
• Identify recurring issues and drive problem management activities to eliminate root causes
• Develop and maintain knowledge base articles, end-user guides, and standard operating procedures
• Liaise with external vendors, suppliers, and support teams to ensure effective service delivery.
• All other initiatives as determined by the Manager, IT Operations

What we’re looking for:

We’re looking for a proactive and customer-focused IT professional with strong troubleshooting skills and a passion for providing exceptional service.

Your expertise and qualifications will include:

• 3+ years’ industry experience in an IT support/systems role, including exposure to working with and supporting Microsoft technologies
• Sound understanding of all aspects of network infrastructure
• Strong analytical and problem-solving skills across a range of platforms and technical issues.
• Excellent communication and stakeholder management skills
• Exceptional customer service focus and ability to coach and support users with varying levels of technical knowledge.
• High attention to detail and commitment to continuous improvement.
• Ability to prioritise workloads, meet deadlines, and perform effectively under pressure
• Tertiary qualification in Information Technology or a related discipline, and/or relevant industry certifications.
• ITIL Foundation certification (or working towards certification) will be highly regarded.
• Microsoft certifications will be viewed favourably.

We warmly welcome applications from people of all backgrounds, experiences, and identities. We celebrate diversity and are dedicated to fostering an inclusive, supportive environment where everyone can thrive.

Please note: To be considered for this permanent role, applicants must have Australian or New Zealand citizenship or permanent residency.