Desktop Support Analyst

About the role

We are hiring a customer-oriented Desktop Support Analyst to join the IT function in a full-time, on-site role based in Australia. This position suits someone with entry-level to mid-level experience who enjoys solving end-user technology issues and keeping workplace systems running smoothly.

The role focuses on supporting desktops, laptops, software, and IT peripherals, while also helping with deployments, account administration, and day-to-day workplace technology maintenance. You will play a key part in delivering a reliable and positive technology experience for employees across the organization.

Key responsibilities

• Handle first- and second-line support for desktop, laptop, and peripheral-related problems.
• Set up, maintain, troubleshoot, and configure Windows and macOS workstations.
• Identify and fix issues involving hardware, software, printers, and network connectivity.
• Assist with operating system installs, upgrades, and application rollouts.
• Manage user accounts, permissions, and password resets.
• Support Microsoft 365, email services, collaboration platforms, and core business applications.
• Work through support tickets promptly and close issues within agreed SLA timelines.
• Keep clear and accurate logs of incidents, requests, assets, and resolutions.
• Help with employee onboarding and offboarding, including device preparation and account setup.
• Support tracking of IT inventory and lifecycle management of equipment.
• Refer advanced technical issues to infrastructure, network, or systems teams when needed.
• Follow internal IT security standards, policies, and best practices.

Requirements

• Diploma or bachelor’s qualification in Information Technology, Computer Science, or a similar area.
• Working knowledge of Windows operating systems and standard desktop support practices.
• Good understanding of hardware components, peripherals, and troubleshooting methods.
• Familiarity with core networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi‑Fi.
• Hands-on exposure to Microsoft Office and Microsoft 365 tools.
• Strong analytical thinking and problem-solving ability.
• Clear communication skills and a customer-service mindset.
• Ability to juggle multiple support requests and prioritize tasks efficiently.
• Prior experience in desktop support, helpdesk, technical support, or IT operations is preferred.
• Exposure to Active Directory, Azure AD, Microsoft Intune, or other endpoint management tools is advantageous.
• Experience with ITSM systems such as ServiceNow, Jira Service Management, Freshservice, or Zendesk is beneficial.
• Basic awareness of cybersecurity and endpoint protection solutions is an added advantage.
• Certifications such as CompTIA A+, Microsoft Fundamentals, ITIL Foundation, or equivalent are a plus.

What we offer

• Exposure to modern workplace technology and enterprise systems.
• Support for professional development, training, and certifications.
• A collaborative and encouraging team culture.
• Growth opportunities within IT infrastructure and operations.
• Involvement in a variety of technical tasks and projects.
• A competitive salary and employee benefits package.

Who should apply

We encourage applications from people who are enthusiastic about technology, enjoy resolving user issues, and want to build a career in IT support and desktop administration.