Senior IT Service Desk Analyst — Onsite Support Lead

Standards Australia; Sydney; On-site; AUD 80,000 - 110,000; Full time

Job summary

Standards Australia is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd level IT support across our organisation. You will be the initial contact for IT requests, resolving issues across hardware, software, SaaS, and end-user devices, with on-site support at least three days a week.

The role requires at least 5 years of experience in a corporate IT service desk, strong customer service, and proactive problem-solving.

Qualifications

• Minimum 5 years' experience in an IT Service Desk or similar end-user support role.
• Experience supporting 1st and 2nd line IT issues across hardware, software, and SaaS applications.
• Strong knowledge of end-user devices, Microsoft 365, and common business applications.

Responsibilities

• Provide 1st and 2nd line IT support via phone, remote, email and in-person interactions.
• Log, prioritise, and manage incidents to resolution within service levels.
• Assist with onboarding/offboarding and account provisioning.
• Support AV and meeting room tech, including Teams Rooms and conferencing equipment.
• Contribute to knowledge base and documentation; mentor junior team members.

Skills

IT Service Desk experience

Customer service

Microsoft 365

Remote support

Onsite support

Education

ITIL Foundation (optional)

Tools

Ticketing systems

Microsoft Teams

MS Office 365

Job description

Standards Australia is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd level IT support across our organisation. You will be the initial contact for IT requests, resolving issues across hardware, software, SaaS, and end-user devices, with on-site support at least three days a week.

The role requires at least 5 years of experience in a corporate IT service desk, strong customer service, and proactive problem-solving.