Senior Desktop Analyst - End User Computing

Data#3; North Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

Data#3 is seeking a Senior Desktop Analyst to deliver advanced technical support for a major client, focusing on Windows 11 and M365. The role involves maintaining strong customer relationships, meeting SLAs, and contributing to process improvements.

This 6-month, full-time position is based in Sydney CBD and offers an opportunity to work with a high-profile executive team. You will handle complex issues, communicate progress to customers, and ensure a high standard of service while leveraging

Qualifications

• Minimum 4 years’ experience as a Desktop Analyst or similar role.
• Strong troubleshooting skills in desktop support.
• Experience engaging with senior executives and delivering quality client service.

Responsibilities

• Resolve complex technical issues escalated by the team.
• Respond to customer problems and queries promptly.
• Follow escalation processes and keep customers updated on progress.
• Document updates in the call logging system and SLA compliance.
• Support Windows 11 deployment and M365 troubleshooting.
• Assist with fleet management of devices and apps.
• Represent Data#3 professionally to customers.

Skills

Desktop support

Customer service

Senior executive support

4+ years experience

Tools

InTune

AutoPilot

Azure Entra ID

Exchange

PowerShell

Job description

Senior Desktop Analyst - End User Computing

• Sydney CBD-based, full-time 6-month role with possibility of extension
• 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

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:

• 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.

Who is Data#3?

Data#3 is ASX200 listed and reported gross sales of $3.4 billion in FY26. Headquartered in Brisbane we have approximately 1,400 employees across 12 locations in Australia and Fiji.We have been voted HRD's Employer of Choice for the last 11 years and named Top 10 for Australia’s Best Workplaces in Technology by Great Place To Work® in 2026.

At Data#3, we value diversity, equity, and inclusion as key to a thriving workplace. We are committed to building a culture where everyone feels welcome, respected, and valued—and we encourage your application.Data#3 will request as part of the recruitment process, reference checks, police checks and verification of your right to work in Australia.

REF: KISH114604

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.