Service Desk Analyst - Customer-Facing Retail Tech Support

Are Media Pty Ltd; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Standards Australia is seeking a hands‑on Technical Support Analyst to deliver high‑quality 1st and 2nd line IT support for employees and vendors. You’ll handle devices, software, SaaS, and end‑user services, ensuring smooth operations across the business.

With at least 5 years in an IT Service Desk environment, you’ll work onsite most days and participate in ongoing improvements while mentoring junior staff and supporting service continuity.

Qualifications

• Minimum 5 years' experience in an IT Service Desk or similar end‑user support role.
• Experience providing 1st and 2nd level support across hardware, software and SaaS.
• Strong knowledge of end‑user devices and Microsoft 365.
• Proven ability to troubleshoot remotely and face‑to‑face.
• Experience onboarding and offboarding user accounts and equipment.

Responsibilities

• Provide 1st and 2nd level IT support via phone, email, remote and face‑to‑face.
• Troubleshoot hardware, software and SaaS issues within SLAs.
• Log, track and communicate incident progress to users until resolution.
• Support AV and meeting room tech including Teams Rooms and peripherals.
• Coordinate onboarding/offboarding and equipment provisioning.

Skills

Customer service

Communication skills

Problem solving

Incident management

Team collaboration

Tools

Microsoft 365

Microsoft Teams Rooms

Ticketing system

Job description

Technical Support Analyst – Standards Australia

About the role
The Technical Support Analyst is a hands‑on, customer‑focused role responsible for providing high‑quality 1st and 2nd level IT support to employees and vendors across the organisation. Acting as the first point of contact for IT requests and incidents, you'll deliver timely support across hardware, software, SaaS applications, and end‑user devices, helping ensure a seamless technology experience for our people.

Working as part of the Service Desk team, you'll provide support through face‑to‑face interactions, phone, remote assistance and ticket‑based requests, resolving issues in line with agreed service levels. You'll play a key role in troubleshooting technical problems, managing user requests, maintaining IT equipment and escalating complex issues when required.

To be successful in this role you'll bring at least 5 years' experience. This is a highly visible role that requires strong customer service skills, a proactive approach to problem‑solving and a passion for helping people get the most from technology. As an in‑person support role, a minimum of three days per week onsite attendance is required, with additional days rostered as needed to ensure appropriate team coverage and support for business operations.

What you'll do
You'll be the first point of contact for IT support, providing responsive and customer‑focused assistance to employees and vendors across a broad range of technologies and business systems. You'll provide support across broader IT operations and step into higher duties when required, contributing to team leadership, escalations, project activities and service continuity.

• Provide 1st and 2nd level support for IT incidents and service requests via phone, email, remote support and face‑to‑face interactions.
• Troubleshoot and resolve hardware, software, SaaS application, device and access‑related issues in line with agreed service levels.
• Log, prioritise, manage and track incidents and requests through to resolution, ensuring clear communication and regular updates to users.
• Support audio‑visual and meeting room technologies, including Microsoft Teams Rooms, displays, cameras, microphones and conferencing equipment.
• Manage user onboarding and offboarding activities, including account provisioning, access management and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, escalate and resolve technical issues efficiently.
• Maintain accurate documentation of incidents, resolutions, procedures and support activities while contributing to knowledge base improvements.
• Support hardware and software deployments, ensuring solutions are operational, supported and aligned with business requirements.
• Monitor recurring issues, identify trends and contribute to service improvement initiatives that enhance the user experience.
• Assist with service reporting, process improvement activities and ad‑hoc projects that support broader IT and business objectives.
• Mentor junior Service Desk team members and contribute to a collaborative, customer‑focused support environment.
• Follow established IT policies, procedures and quality standards to ensure reliable and consistent service delivery.

Culture & Benefits
Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do – Integrity, Courage, Accountability, Respect and Excellence.
We offer a range of People Perks that support flexibility, wellbeing, career growth and recognition – helping you thrive at work and beyond.

Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.
We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community.

What Makes You Successful

• A minimum of 5 years' experience in an IT Service Desk, Technical Support Analyst or similar end‑user support role providing 1st and 2nd level technical support in a corporate environment.
• Demonstrated experience in an IT Service Desk or Technical Support role, providing 1st and 2nd level support across a range of technologies and end‑user environments.
• Strong technical knowledge of end‑user devices, operating systems, Microsoft 365, collaboration tools, peripherals and common business applications.
• Proven ability to troubleshoot, diagnose and resolve technical issues efficiently, both remotely and face‑to‑face.
• Experience managing incidents and service requests through their full lifecycle, including prioritisation, communication, escalation and resolution within agreed service levels.
• A customer‑first mindset, with excellent communication skills and a commitment to delivering outstanding user experiences.
• Experience supporting user onboarding and offboarding activities, including account provisioning, access management and equipment deployment.
• Strong organisational skills with the ability to manage competing priorities in a fast‑paced support environment.
• Experience creating and maintaining technical documentation, knowledge articles and support procedures.
• A collaborative approach, with the ability to work effectively across IT teams, vendors and business stakeholders.
• A continuous improvement mindset, with an interest in identifying recurring issues, improving processes and enhancing service delivery.