Support Analyst

Uniting Church in Australia, NSW ACT Synod; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

The Uniting Church in Australia, Synod of NSW and the ACT is seeking a Support Analyst to join our Information Technology & Services team. This hands-on role delivers responsive IT support across the organisation, focusing on Microsoft 365, end-user devices and service desk activities.

Reporting to the Service Delivery Manager, you will manage user access, deploy laptops via Intune, resolve incidents and work with staff and vendors to improve processes and security while keeping users at the

Qualifications

• Formal IT qualifications or equivalent experience.
• Experience supporting Windows 11 laptops and end-user devices.
• Experience with Microsoft 365 ecosystem including Entra ID, Intune and Exchange Online.
• Experience deploying laptops via Intune.
• Familiarity with IT service management processes and incident handling.

Responsibilities

• Managing user accounts, groups, licences, permissions and application access across Microsoft 365 and approved business systems.
• Supporting onboarding, role changes and offboarding by ensuring people have the right system and application access.
• Setting up, configuring, enrolling and deploying laptops and other end-user devices.
• Providing ongoing endpoint support and troubleshooting.
• Managing incidents, service requests, website support requests and change requests through the service management platform.
• Monitoring requests against agreed service levels and keeping users informed through to resolution.
• Maintaining accurate hardware, software, licence and device asset records.
• Supporting major incidents, service outages and security-related requests.
• Providing remote and onsite support, guidance and basic training across Microsoft 365, collaboration tools and approved business applications.
• Identifying recurring issues and contributing to process improvements, automation opportunities, support procedures and knowledge resources.
• Collaborating with IT colleagues, stakeholders and external vendors to resolve issues and deliver IT initiatives.

Skills

Microsoft 365

End-user support

Customer service

Problem solving

Clear communication

Education

Formal IT qualifications or equivalent experience

Tools

Microsoft 365

Intune

Entra ID

Exchange Online

ITSM platform

Job description

The Uniting Church in Australia, Synod of NSW and the ACT is looking for a Support Analyst to join our Information Technology & Services team.

This is a hands-on role for someone who enjoys solving problems, helping people and making technology easier to use. You’ll provide responsive and professional IT support across the organisation, working with Microsoft 365, end-user devices, business applications and our service desk environment.

You’ll be joining a collaborative IT team that is continuing to strengthen our modern workplace, service management and cybersecurity practices, while keeping the experience of our people at the centre of what we do.

About the role

Reporting to the Service Delivery Manager, the Support Analyst provides day-to-day technology support across Synod Mission Services and the broader Synod environment.

No two days will necessarily look the same. You could be setting up a new employee, troubleshooting a Microsoft 365 issue, deploying a laptop through Intune, responding to a service desk request or working with colleagues and vendors to resolve a more complex technical issue.

Your key responsibilities will include:

• Managing user accounts, groups, licences, permissions and application access across Microsoft 365 and approved business systems.
• Supporting onboarding, role changes and offboarding by ensuring people have the right system and application access.
• Setting up, configuring, enrolling and deploying laptops and other end-user devices.
• Providing ongoing endpoint support and troubleshooting.
• Managing incidents, service requests, website support requests and change requests through the service management platform.
• Monitoring requests against agreed service levels and keeping users informed through to resolution.
• Maintaining accurate hardware, software, licence and device asset records.
• Supporting major incidents, service outages and security-related requests.
• Providing remote and onsite support, guidance and basic training across Microsoft 365, collaboration tools and approved business applications.
• Identifying recurring issues and contributing to process improvements, automation opportunities, support procedures and knowledge resources.
• Collaborating with IT colleagues, stakeholders and external vendors to resolve issues and deliver IT initiatives.

About you

You’ll combine good technical capability with a genuine service mindset.

You enjoy getting to the bottom of problems, communicating clearly and helping people feel supported when technology isn’t behaving as expected. You’re organised, able to manage competing requests and comfortable taking ownership of an issue through to resolution.

To succeed in this role, you’ll bring:

• Formal IT qualifications or equivalent experience.
• Experience supporting Windows 11 laptops, desktops and end-user devices.
• Knowledge and administration experience across the Microsoft 365 ecosystem, including Entra ID, Intune and Exchange Online.
• Experience configuring, enrolling and deploying laptops and workstations using Microsoft Intune.
• Experience troubleshooting desktop, application, hardware and network-related issues.
• Experience using an IT service management platform to manage incidents and service requests.
• An understanding of ITIL principles and service management practices.
• Knowledge of cloud infrastructure, wireless networks, firewalls and network fundamentals.
• Knowledge of IT security best practice.
• Strong communication and customer service skills.
• Strong problem-solving skills and attention to detail.
• The ability to work independently while also contributing positively as part of a team.
• Knowledge of ISO 27001, the ACSC Essential Eight, Microsoft Teams, Zoom, TeamViewer or mobile device management systems would also be advantageous.

The Uniting Church in Australia is one of Australia’s largest not-for-profit and religious organisations. Synod Services provides centralised IT, finance, property, insurance, risk management, People & Culture, governance and other support services to Uniting Church entities across NSW and the ACT.

Our work is guided by our values:

For our Support Analyst, these values come to life in the way you support people, work collaboratively to solve problems, communicate with respect and take ownership of providing reliable and professional service.

You’ll also need to be comfortable working within the polity and ethos of the Uniting Church in Australia and supporting the broader purpose and work of the Church.