IT Support Analyst — ServiceNow & Microsoft 365 Pro

Palm Lake Resort; Gold Coast City; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Competitive remuneration

Free parking

Flexible hours

Employee assistance program

Long tenure rewards

Career opportunities

Job summary

Palm Lake Group, based at our Southport Head Office, is seeking an experienced IT Support Analyst to provide Level 1 and 2 support across Queensland, NSW and Victoria. You will resolve issues, manage service requests in ServiceNow, and help deliver reliable IT services across the business.

The ideal candidate has 3+ years in IT service desk, hands-on with Windows, Microsoft 365, Intune, Active Directory and Entra ID, plus strong customer service. Travel locally and interstate may be required.

Qualifications

• 3+ years in IT Service Desk or IT support role.
• Experience using ServiceNow or similar ITSM platform.
• Strong troubleshooting skills across Windows, Microsoft 365, printers, mobiles, and business apps.
• Hands-on experience with Microsoft Intune, Active Directory and Microsoft Entra ID.
• Understanding of Microsoft 365 administration and end-user support.
• Knowledge of cybersecurity best practices and secure account management.

Responsibilities

• Provide Level 1 and Level 2 IT support to staff across Palm Lake Group.
• Log, track, and manage incidents and service requests through ServiceNow.
• Troubleshoot hardware, software, Microsoft 365, connectivity, and device issues.
• Configure and deploy laptops, desktops and mobile devices using Microsoft Intune.
• Manage user accounts, access and permissions across Active Directory and Microsoft Entra ID.
• Develop and maintain IT documentation, user guides, and support resources.
• Assist with IT projects, equipment rollouts, relocations, and system improvements.
• Provide onsite support at Palm Lake Group locations as required.
• Work closely with internal stakeholders and external IT partners to resolve issues and improve service delivery.
• Contribute to continuous improvement of IT processes, systems, and user experience.

Skills

IT Service Desk

Customer service

Communication skills

Team player

Tools

ServiceNow

Microsoft Intune

Active Directory

Microsoft Entra ID

Job description

Palm Lake Group, based at our Southport Head Office, is seeking an experienced IT Support Analyst to provide Level 1 and 2 support across Queensland, NSW and Victoria. You will resolve issues, manage service requests in ServiceNow, and help deliver reliable IT services across the business.

The ideal candidate has 3+ years in IT service desk, hands-on with Windows, Microsoft 365, Intune, Active Directory and Entra ID, plus strong customer service. Travel locally and interstate may be required.