IT Analyst

About William Buck

William Buck is a prominent network of Chartered Accountants and business advisers with a rich history dating back to 1895. Operating across Australia and New Zealand with over 140 partners and 1,100 staff in 10 offices, the firm focuses on truly understanding client needs and providing tailored solutions beyond conventional accounting and advisory services. The organization fosters a collaborative culture that values meaningful contribution and professional growth.

Role Overview

We are looking to hire an IT Analyst to join our IT team based in Sydney. This position serves as the first point of contact for internal IT support, catering to users in NSW, Canberra, and the Philippines. The role involves Level 1 technical support, managing inquiries, incidents, and service requests to help maintain seamless daily IT operations.

Daily Responsibilities

• Deliver first-level support for Microsoft 365 services including Exchange Online, Entra ID (Azure AD), and Intune, covering user access management, email support, device setup, and basic troubleshooting.
• Handle and accurately document IT support requests and incidents within the service desk system, ensuring timely follow-up and resolution in compliance with service level agreements.
• Troubleshoot common hardware, software, and connectivity issues across Windows devices, Microsoft 365 applications, printers, and mobile devices.
• Execute typical support functions such as password resets, account unlocks, software installations, and device provisioning or imaging.
• Assist with Intune device enrollment, compliance monitoring, and deployment of standard applications.
• Install and update operating systems and various applications.
• Escalate complex or unresolved issues to senior IT personnel as necessary.
• Communicate in an accessible manner to support users with varying levels of technical expertise.
• Provide support for meeting room technology and audiovisual equipment as required.

Candidate Profile

• Between 0 and 2 years of experience in IT support or helpdesk environments.
• Basic knowledge of Windows operating systems and common business software.
• Strong customer service and communication skills.
• Familiarity with ITIL practices, adherence to documented procedures, and proficiency with ticketing systems.
• Practical experience working with Microsoft 365, Exchange Online, Entra ID (Azure AD), Intune, or endpoint security management.

Benefits and Culture

• Flexible working arrangements to support work-life balance.
• Company-provided Salary Continuance insurance.
• Access to an in-house psychologist and an extended Employee Assistance Program for you and eligible family members.
• Bi-monthly colleague lunch gatherings.
• Casual dress code policy.
• Participation in social club events and a run club.
• Work within a vibrant and supportive environment that values your input.

Diversity and Inclusion

William Buck is dedicated to fostering an inclusive workplace where diverse perspectives are valued and all employees feel respected. Candidates requiring special accommodations during the recruitment process are encouraged to inform the company confidentially.