Technical Support Analyst

Standards Australia; 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 level IT support to employees and vendors across hardware, software, SaaS apps and end‑user devices. You will be the first point of contact for IT requests and incidents, ensuring timely resolutions.

This in‑person role requires a minimum of three days onsite, with additional days as needed to maintain service levels.

Qualifications

• Experience in IT Service Desk or Technical Support delivering 1st/2nd line support.
• Strong knowledge of end-user devices, OS, Microsoft 365 and collaboration tools.
• Ability to troubleshoot issues remotely and face-to-face with effective communication.

Responsibilities

• Provide 1st and 2nd level IT support for incidents and requests via phone, email, remote and in person.
• Troubleshoot hardware, software, SaaS, device and access issues against SLAs.
• Log, prioritise and track incidents with clear user updates.
• Support AV and meeting room tech (Teams Rooms, displays, cameras, audio).
• Manage onboarding/offboarding, including account provisioning and equipment setup.
• Coordinate with internal IT and vendors to resolve issues efficiently.
• Maintain documentation and contribute to knowledge base improvements.
• Assist with deployments and ensure solutions are operational and aligned with business needs.
• Identify recurring issues and contribute to service-improvement initiatives.
• Mentor junior Service Desk members and uphold IT policies and standards.

Skills

IT Service Desk

1st & 2nd Level Support

Microsoft 365

End-user devices

Customer focus

Incident management

Tools

Ticketing systems

ITSM platforms

Job description

Who are we?

Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history that dates back to 1922. Currently, we are undergoing a significant transformation and growth phase. In recent years, our workforce has doubled, and we now proudly employ over 200 professionals dedicated to helping shape Australia’s future and fulfilling our mission of empowering communities.

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.

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.

Key responsibilities:

• 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 off‑boarding activities, including account provisioning, access management, and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, elevate, 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.

You will bring

• 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 off‑boarding 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.

Nice to have

• Experience working within an ITIL‑aligned Service Desk environment.
• Exposure to supporting audio‑visual and meeting room technologies, including Microsoft Teams Rooms and conferencing equipment.
• Experience with ticketing, service management, or IT support platforms.
• Knowledge of user identity and access management processes and tools.
• Experience contributing to service improvement initiatives, reporting, or trend analysis.
• Previous experience mentoring junior team members or providing guidance within a support team.
• Relevant IT certifications such as ITIL Foundation, Microsoft Certifications, CompTIA, or equivalent industry qualifications.

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 ofPeople Perksthat support flexibility, wellbeing, career growth, and recognition - helping you thrive at work and beyond.

What's next?

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.

At Standards Australia, we are proud to be an equal opportunity employer, and we are committed to fostering a working environment that values diversity, inclusion, and belonging. Our mission is toempower our communities, and in doing so, we strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; puttingpeople at the heartof all we do. 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. Should you