IT Support Analyst: Power Everyday IT for Global Security

DroneShield Limited; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

DroneShield Group Pty Ltd is seeking an IT Support Analyst to join our Sydney team. You will own the IT service desk queue, triaging and resolving incidents, and supporting end-user computing across Windows, MacOS and Linux environments.

You will work with Microsoft 365, Intune, Entra ID and other business applications, ensuring service levels are met while delivering a high standard of user support in a fast-paced environment.

Qualifications

• 2–5 years in Service Desk, ICT Support or MSP support.
• Understanding of Windows, MacOS and Linux OS environments.
• Experience supporting 200+ users in medium-to-large organisations.
• Exposure to Microsoft 365, Intune, Entra ID, Jira Service Management and endpoint management.

Responsibilities

• Act as the primary owner of the IT service desk queue and ensure tickets are triaged, prioritised, and assigned appropriately.
• Provide Level 1 and Level 2 support for end-user computing, Microsoft 365, collaboration platforms and business applications.
• Ensure incidents and service requests are responded to and resolved in accordance with internal service levels.
• Monitor ticket backlog and proactively drive timely resolution of aged requests.
• Work closely with Systems Administrators and Engineers to facilitate efficient escalation and resolution of complex issues.
• Manage Helpdesk tickets, through effective planning and prioritisation to minimise backlog and ensure operational efficiency.
• Drive ticket hygiene by ensuring requests are categorised, prioritised, documented, and updated appropriately.
• Create and maintain knowledge base documentation to improve first-contact resolution and self-service capabilities.

Skills

Customer service mindset

Troubleshooting

End-user computing

Team collaboration

Strong communication

Tools

Jira Service Management

Microsoft 365

Intune

Entra ID

Endpoint management

Job description

DroneShield Group Pty Ltd is seeking an IT Support Analyst to join our Sydney team. You will own the IT service desk queue, triaging and resolving incidents, and supporting end-user computing across Windows, MacOS and Linux environments.

You will work with Microsoft 365, Intune, Entra ID and other business applications, ensuring service levels are met while delivering a high standard of user support in a fast-paced environment.