Senior Desktop Analyst - End User Computing

Data#3; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Top employer award

Job summary

Data#3 is seeking a Senior Desktop Analyst to deliver end-user computing support in Melbourne. The role focuses on Windows 11 OS and M365 troubleshooting, helping maintain enterprise infrastructure and applications for a major client.

You will provide proactive, client-focused service, adhere to SLAs, and work to continuously improve service delivery. The position is a 6-month full-time contract with potential for permanency based on performance.

Qualifications

• Minimum 4 years’ experience in a Desktop Analyst or similar role.
• Strong troubleshooting skills for Windows 11 and M365 environments.
• Ability to manage priorities under SLA guidance.

Responsibilities

• Resolve complex technical issues escalated by the team.
• Provide timely, accurate updates to customers on progress.
• Follow the established escalation process when required.
• Support fleet management and enterprise applications.
• Contribute to knowledge sharing and service improvements.

Skills

Team player

Customer service

Engage executives

Tools

InTune/Autopilot

Azure AD

PowerShell

Exchange Online

OneDrive

Job description

Senior Desktop Analyst - End User Computing

• Melbourne -based, full-time 6-month role with the ability to transition to a permanent position based on performance.
• Join a team that provides elite support to high level executives at a major client
• Work for an HRD Employer - Choice winner for 11 years in a row!

The role

We are seeking an experienced Senior Desktop Analyst to deliver advanced technical support for an existing customer, focusing on Windows 11 OS, M365 application troubleshooting, and the use and troubleshooting of organizational infrastructure and applications.

This role is ideal for someone who can provide exceptional client-focused service in a professional and timely manner, while building strong customer relationships and adhering to SLAs.

This role is structured to maintain a manageable workload, prioritizing exceptional quality. It allows tasks to be completed consistently to the highest standard.

What will I be doing?

• Resolve more complex technical issues escalated by the team.
• Answer customer problems and queries in an effective and timely manner.
• Effectively use the existing escalation process as required.
• Regularly update customers on progress during problem resolution.
• Contribute to team problem resolution processes and actively share knowledge.
• Enhance customer satisfaction through provision of a quality support service
• Adhere to contracted SLA
• Provide meaningful, relevant, timely and accurate updates to call logging system
• Project a positive & professional image when representing Data#3
• Contribute to the development of customer service delivery improvements, processes, procedures, and documentation
• Participate in the overall team strategy

What experience and skills will I need?

Critical Professional Skills:

• A collaborate team player who integrates well with his/her colleagues and untied supports the customer as highest priority.
• Can establish a merit based, genuine trust relationship with our customer.
• Strong customer service skills, with experience engaging with senior executives.
• A minimum of 4 years’ experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role.

Process Skills:

• Ability to deal with busy, high-pressured situations on occasion.
• Highly developed customer service skills
• Developed documentation skills for procedure updates and report creation
• Proven ability to work within deadlines with minimum supervision
• Knowledge and working experience of security protocols

Experience with technologies including:

• Audio Visual expertise is beneficial, and if required comprehensive training provided as this technology is vital to the organization.
• Windows 11 deployment & administration using InTune and AutoPilot
• Fleet Management (laptops, mobiles, iPads, and desktops)
• MAM / MDM operational management
• Operational experience with Azure Entra ID, Exchange Shell/GUI, OneDrive, InTune/Autopilot, Azure AD and Powershell)
• Hold a Current Australian Department of Defence baseline security clearance or the ability to obtain a clearance.
• Azure Virtual Desktop (AVD) experience would be highly regarded.

Who is Data#3?

Data#3 is a ASX200 organisation with a team of over 1,400 employees spread across 12 locations in Australia and Fiji. We provide a supportive environment that empowers you to excel in your role.

Please note that Data#3 will request as part of the recruitment process, reference checks and verification of your right to work in Australia. You may also be required to undertake background checks and police checks for security clearance pertaining to specific job requirements.

Data#3 will request as part of the recruitment process reference checks and verification of your right to work in Australia.All final applicants for this position will be asked to consent to a police check.Please note that applicants with criminal records will not automatically be excluded from the recruitment process.Each application will be considered on its merits and inherent requirements of the role.