Senior IT Service Desk Analyst — Cloud & Infra (Onsite)

University of Technology Sydney; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

University of Technology Sydney is seeking a hands-on Technical Support Analyst to deliver high‑quality 1st and 2nd line IT support for staff and vendors across hardware, software, SaaS and end‑user devices. The role focuses on customer service and timely resolution in line with SLAs.

Based in Sydney, you’ll work in the Service Desk, handling face‑to‑face, phone, remote and ticket requests, troubleshoot issues, and log updates while contributing to knowledge base improvements.

Qualifications

• Minimum 5 years IT support experience in a corporate environment.
• Strong customer service and problem-solving skills.
• Proven ability to provide 1st and 2nd line technical support across hardware, software and SaaS.

Responsibilities

• Provide 1st and 2nd level IT support for incidents and service requests via phone, email, remote and in-person interactions.
• Troubleshoot hardware, software, SaaS applications, devices and access issues in line with SLAs.
• Log, prioritise and track incidents through to resolution with clear user communication.
• Support AV and meeting room technologies (e.g., Teams Rooms, displays, cameras, mics).
• Manage user onboarding/offboarding activities including provisioning and access management.
• Collaborate with IT teams and vendors to investigate and resolve issues efficiently.
• Maintain documentation and contribute to knowledge base improvements.
• Support hardware and software deployments to ensure operational solutions.
• Identify recurring issues and contribute to service improvements.
• Mentor junior Service Desk team members and support service-centric culture.

Skills

IT support

Microsoft 365

End-user devices

Customer service

Ticketing systems

Tools

ITSM tools

Job description

University of Technology Sydney is seeking a hands-on Technical Support Analyst to deliver high‑quality 1st and 2nd line IT support for staff and vendors across hardware, software, SaaS and end‑user devices. The role focuses on customer service and timely resolution in line with SLAs.

Based in Sydney, you’ll work in the Service Desk, handling face‑to‑face, phone, remote and ticket requests, troubleshoot issues, and log updates while contributing to knowledge base improvements.