Service Desk Specialist | Level 1/2 Support Analyst

randstad digital australia; Sydney; On-site; AUD 65,000 - 75,000; Full time

Job summary

Randstad Digital Australia is seeking a Service Desk/Desktop Support professional to join our 5‑day onsite team in Parramatta. You will be the first line of technical resolution for internal users across offices, sites, and field teams, focusing on high first contact resolution and courteous service.

Responsibilities include end-to-end troubleshooting of hardware, Windows OS, and business apps; Entra ID user management, Exchange Online, and M365; plus basic network triage prior to vendor

Qualifications

• 2 years dedicated Service Desk / Desktop Support experience in a corporate or industrial environment.
• Proven Level 1.5 troubleshooting capabilities with a drive to resolve tickets at the first point of contact.
• Hands on familiarity with Entra ID user management, Exchange administration, and M365 ecosystems.
• Basic network diagnostic skills to isolate local connectivity, NBN, or remote site issues.

Responsibilities

• Performing end to end troubleshooting across hardware, Windows operating systems, and business applications.
• Managing user identity, access provisioning, and moves/adds/changes via Entra ID (Azure AD).
• Administering Exchange Online, shared mailboxes, distribution lists, and core Microsoft 365 services.
• Supporting mobile device management (MDM) platforms, enterprise smartphones, and VoIP communications.
• Conducting basic network connectivity triage prior to engaging external infrastructure vendors.

Skills

Entra ID

Exchange Administration

Microsoft 365

MDM / Intune

Windows 10/11

Azure Virtual Desktop

First contact resolution

Customer service

Tools

MS Teams VoIP

Job description

The Role Working across a rotating shift roster (6:00 AM – 5:00 PM), you will serve as the first line of technical resolution for internal users across corporate offices, operational sites, and field teams. Your primary focus will be high first contact resolution, delivering exceptional customer service, and escalating to Level 3 vendor partners only when necessary.

Key responsibilities include:

• Performing end to end troubleshooting across hardware, Windows operating systems, and business applications.
• Managing user identity, access provisioning, and moves/adds/changes via Entra ID (Azure AD).
• Administering Exchange Online, shared mailboxes, distribution lists, and core Microsoft 365 services.
• Supporting mobile device management (MDM) platforms, enterprise smartphones, and VoIP communications.
• Conducting basic network connectivity triage (4G, NBN, SD-WAN) prior to engaging external infrastructure vendors.

The Tech Stack & Environment

• Identity & Access: Entra ID, hybrid Active Directory
• End User Compute: Windows 10/11, Azure Virtual Desktop / Thin Clients
• Productivity & MDM: Microsoft 365, Exchange Online, Intune / MDM, MS Teams VoIP
• Applications: Microsoft Dynamics 365, specialized dispatch & ticketing platforms
• Location & Hours: 5 days onsite in Parramatta, 8.5 hour daily shifts on a rotating roster between 6am and 5pm.

What You'll Bring

• A minimum of 2 years dedicated Service Desk / Desktop Support experience in a corporate or industrial environment.
• Proven Level 1.5 troubleshooting capabilities with a drive to resolve tickets at the first point of contact.
• Hands on familiarity with Entra ID user management, Exchange administration, and M365 ecosystems.
• Basic network diagnostic skills to isolate local connectivity, NBN, or remote site issues.
• Outstanding customer service, clear communication, and strong time management skills.

At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

Experience

2 years