IT Support Analyst - Microsoft 365 & End-User Devices

Uniting Church in Australia, Synod of NSW & ACT; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

Uniting Church in Australia, Synod of NSW & ACT is seeking a Support Analyst to join our Information Technology & Services team in Sydney. This hands-on role focuses on solving problems, helping people and simplifying technology usage across the organisation.

The role covers Microsoft 365, end-user devices, business applications and service desk operations, with responsibilities from onboarding to incident management and security support.

Qualifications

• Formal IT qualifications or equivalent experience.
• Experience supporting Windows 11 laptops, desktops and end-user devices.
• Knowledge and administration experience across the Microsoft 365 ecosystem, including Entra ID, Intune and Exchange Online.
• Experience configuring, enrolling and deploying laptops and workstations using Microsoft Intune.
• Experience troubleshooting desktop, application, hardware and network-related issues.
• Experience using an IT service management platform to manage incidents and service requests.
• An understanding of ITIL principles and service management practices.
• Knowledge of cloud infrastructure, wireless networks, firewalls and network fundamentals.
• Knowledge of IT security best practice.
• Strong communication and customer service skills.
• Strong problem-solving skills and attention to detail.
• The ability to work independently while also contributing positively as part of a team.
• Knowledge of ISO 27001, the ACSC Essential Eight, Microsoft Teams, Zoom, TeamViewer or mobile device management systems would also be advantageous.

Responsibilities

• Managing user accounts, groups, licences, permissions and application access across Microsoft 365 and approved business systems.
• Supporting onboarding, role changes and offboarding by ensuring people have the right system and application access.
• Setting up, configuring, enrolling and deploying laptops and other end-user devices.
• Providing ongoing endpoint support and troubleshooting.
• Managing incidents, service requests, website support requests and change requests through the service management platform.
• Monitoring requests against agreed service levels and keeping users informed through to resolution.
• Maintaining accurate hardware, software, licence and device asset records.
• Supporting major incidents, service outages and security-related requests.
• Providing remote and onsite support, guidance and basic training across Microsoft 365, collaboration tools and approved business applications.
• Identifying recurring issues and contributing to process improvements, automation opportunities, support procedures and knowledge resources.
• Collaborating with IT colleagues, stakeholders and external vendors to resolve issues and deliver IT initiatives.

Skills

IT service mind set

Windows 11 support

Microsoft 365 administration

Intune deployment

IT troubleshooting

IT service management

ITIL awareness

IT security best practice

Cloud & networks knowledge

Clear communication

Independent & team player

ISO 27001/Essential Eight (adv)

Education

Formal IT qualifications

Tools

Microsoft Intune

Microsoft 365 Admin

Job description

Uniting Church in Australia, Synod of NSW & ACT is seeking a Support Analyst to join our Information Technology & Services team in Sydney. This hands-on role focuses on solving problems, helping people and simplifying technology usage across the organisation.

The role covers Microsoft 365, end-user devices, business applications and service desk operations, with responsibilities from onboarding to incident management and security support.