Senior IT Service Desk Analyst – Onsite Support Lead

Standards Australia; Australia; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Standards Australia in Australia is seeking a Technical Support Analyst to join the Service Desk. You will deliver 1st and 2nd line IT support to employees and vendors, covering hardware, software, and SaaS apps, with a strong focus on customer service.

The role requires at least five years' experience, on-site presence three days a week, and collaboration across IT teams and vendors to resolve issues quickly and maintain service levels.

Qualifications

• Minimum 5 years in IT service/technical support in a corporate setting.
• Experience in 1st and 2nd line support.
• Strong knowledge of end-user devices and Microsoft 365.
• Proven ability to troubleshoot across remote and in-person contexts.
• Experience handling incidents through full lifecycle with SLAs.
• Excellent communication and customer-focused mindset.
• Experience onboarding/offboarding user accounts.
• Ability to document procedures and create knowledge articles.

Responsibilities

• Be the first point of contact for IT support via phone, email, or in person.
• Provide 1st and 2nd line support for incidents and requests.
• Troubleshoot hardware, software, and SaaS issues per SLAs.
• Log and track incidents to resolution; communicate updates.
• Support AV and meeting room tech including Teams Rooms.
• Assist with onboarding/offboarding and access provisioning.
• Collaborate with internal IT and vendors to resolve issues.
• Maintain documentation and contribute to knowledge base.
• Contribute to service improvement and reporting.
• Mentor junior team members.

Skills

IT Service Desk

1st/2nd Line Support

Customer Service

Communication

Problem Solving

Incident Management

End-User Support

Team Collaboration

Proactive Attitude

Tools

Microsoft 365

Teams

Remote Support

Ticketing Systems

ITIL Knowledge

Job description

Standards Australia in Australia is seeking a Technical Support Analyst to join the Service Desk. You will deliver 1st and 2nd line IT support to employees and vendors, covering hardware, software, and SaaS apps, with a strong focus on customer service.

The role requires at least five years' experience, on-site presence three days a week, and collaboration across IT teams and vendors to resolve issues quickly and maintain service levels.