Senior Desktop Analyst - EUC

Data#3; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Data#3 is seeking a Senior Desktop Analyst to deliver advanced technical support for Windows 11, M365, and organizational infrastructure at our Sydney CBD office. The role focuses on high-quality, timely customer service with SLA adherence and strong stakeholder relationships.

You will resolve complex issues, follow escalation processes, and contribute to knowledge sharing while maintaining a professional image and strong service delivery.

Qualifications

• 4+ years in Desktop Analyst or related role with proven troubleshooting in desktop support.
• Experience engaging with senior executives and delivering client-focused service.
• Ability to work under SLAs and in high-pressure environments.

Responsibilities

• Resolve complex technical issues escalated by the team.
• Provide timely updates to customers during problem resolution.
• Use escalation processes effectively and follow standard procedures.
• Maintain and document problem resolution steps and outcomes.
• Support Windows 11 deployment and administration tasks.
• Ensure customer satisfaction and uphold contracted SLAs.

Skills

Windows 11

Intune

AutoPilot

Azure AD

PowerShell

M365

Desktop support

Stakeholder management

Customer service

Tools

Exchange Online

OneDrive

Job description

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.

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