Support Analyst (Level 2) – APAC IT Desk

Pinsent Masons LLP; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Pinsent Masons LLP in Melbourne is seeking a customer-focused Support Analyst (Level 2 Service Desk) to join our Technology Services team on a permanent basis. You'll provide technical support across hardware, software, networking and cloud-based technologies to keep colleagues connected and productive.

Working with a collaborative, high-performing team, you will troubleshoot issues, manage incidents and service requests, and contribute to a seamless end-user experience across APAC offices.

Qualifications

• Two years' experience in IT support or service desk roles.
• Experience with Windows, Microsoft 365, remote access technologies and mobile devices.
• Prior experience in a corporate or professional services environment is a plus.
• Strong troubleshooting, analytical and communication skills.
• Customer-first approach and commitment to service excellence.
• IT-related qualification or equivalent industry experience.

Responsibilities

• Provide Level 2 technical support to users across multiple locations.
• Troubleshoot hardware, software, networking, VPN and mobile device issues.
• Manage incidents and service requests within agreed SLAs.
• Support Microsoft 365, Windows, AD and user access requests.
• Escalate complex issues to specialist teams as needed.
• Assist with device deployments, upgrades and onboarding activities.
• Maintain documentation and knowledge base articles.
• Contribute to process improvements and enhance user experience.

Skills

Windows

Microsoft 365

Active Directory

VPN

Mobile devices

Troubleshooting

Stakeholder management

Customer service

Education

IT-related qualification

Tools

Microsoft 365

Windows OS

Active Directory

Job description

Pinsent Masons LLP in Melbourne is seeking a customer-focused Support Analyst (Level 2 Service Desk) to join our Technology Services team on a permanent basis. You'll provide technical support across hardware, software, networking and cloud-based technologies to keep colleagues connected and productive.

Working with a collaborative, high-performing team, you will troubleshoot issues, manage incidents and service requests, and contribute to a seamless end-user experience across APAC offices.