Service Desk Specialist

Ricoh; Ryde; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Purchased Leave Scheme

Job summary

Ricoh is seeking an experienced Service Desk Specialist to join our Technology & Innovation team in North Ryde. You will be the first point of contact for IT support, handling incidents and service requests from diagnosis through resolution to keep employees productive and connected.

You will work across a diverse technology landscape including M365, Windows 11, Intune, Entra ID, Active Directory, Dynamics 365, cloud platforms, and end-user devices.

Qualifications

• 3+ years in a service desk or EUC role within an enterprise or managed services environment.
• Strong experience supporting Microsoft 365 technologies and Windows environments.
• Experience with Intune, Autopilot and endpoint management solutions.

Responsibilities

• Deliver Level 1 and Level 2 IT support across hardware, software, applications and connectivity issues.
• Manage incidents and service requests through to successful resolution.
• Support Microsoft 365, Teams, SharePoint, Dynamics 365, Active Directory and Entra ID environments.
• Deploy and manage devices using Microsoft Intune and Windows Autopilot.
• Provide support across Windows, macOS, Android and iOS platforms.
• Manage user onboarding, offboarding, access provisioning and licence administration.
• Troubleshoot VPN, wireless networking and connectivity issues.
• Maintain IT asset records and documentation.
• Identify opportunities for service improvement, automation and operational efficiencies.
• Work collaboratively with internal stakeholders and technology vendors

Skills

Microsoft 365

Windows environments

ITIL practices

Customer service

Tools

Microsoft Intune

Windows Autopilot

Entra ID

Active Directory

VPN

Job description

As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digitalinfrastructuresolutions.

At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change.

Is this the role for you?

We're looking for an experienced Service Desk Specialist to join our Technology & Innovation team and provide exceptional Level 1 and 2 IT support across our national business.

About the Role

As the first point of contact for IT support, you'll take ownership of incidents and service requests from diagnosis through to resolution, ensuring our employees remain productive and connected.

You'll work across a diverse technology landscape including Microsoft 365, Windows 11, Microsoft Intune, Entra ID, Active Directory, Dynamics 365, cloud platforms, end-user devices, and network connectivity technologies. You'll also contribute to continuous improvement initiatives by identifying recurring issues, enhancing processes, and maintaining quality technical documentation.

Key Responsibilities

• Deliver Level 1 and Level 2 IT support across hardware, software, applications, and connectivity issues.
• Manage incidents and service requests through to successful resolution.
• Support Microsoft 365, Teams, SharePoint, Dynamics 365, Active Directory and Entra ID environments.
• Deploy and manage devices using Microsoft Intune and Windows Autopilot.
• Provide support across Windows, macOS, Android and iOS platforms.
• Manage user onboarding, offboarding, access provisioning and licence administration.
• Troubleshoot VPN, wireless networking and connectivity issues.
• Maintain IT asset records and documentation.
• Identify opportunities for service improvement, automation and operational efficiencies.
• Work collaboratively with internal stakeholders and technology vendors

To be successful in this role:

About You

To be successful in this role, you'll bring:

• Minimum 3 years' hands-on experience in a Service Desk, Desktop Support or End User Computing (EUC) role within an enterprise or managed services environment.
• Strong experience supporting Microsoft 365 technologies and Windows environments.
• Experience with Microsoft Intune, Autopilot and endpoint management solutions.
• Knowledge of Active Directory and Microsoft Entra ID.
• Sound understanding of ITIL-based service management practices and ticketing systems.
• Experience troubleshooting networking, VPN and remote access issues.
• Excellent communication and customer service skills.

To be considered for this opportunity, applicants must:

• Hold Australian Citizenship or Australian Permanent Residency with unrestricted working rights.
• Hold a current Australian driver's licence.
• Have access to a reliable vehicle to travel between Ricoh office and warehouse locations when required.
• Be willing to work from our North Ryde office and support users across multiple sites.

Please note: Visa sponsorship is not available for this position. Temporary visa holders will not be considered.

What we give back to you?

At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

• Purchased Leave Scheme