IT Support Analyst

About the Company:

Our client is Australia and New Zealand’s leading managed IT and cybersecurity provider established in 2015 with over 400 employees globally. They act as a strategic technology partner, helping organisations navigate today’s evolving threat landscape by combining reliable IT and cloud management with expert cybersecurity protection, remediation, and compliance across all sectors.

With extensive scale, reach, and proven expertise, they deliver end-to-end managed services—including infrastructure, security, cloud transformation, and modern workplace solutions—that keep organisations productive, resilient, and secure.

They are also specialists in navigating complex regulatory environments across finance, healthcare, legal, construction, not-for-profit, and manufacturing sectors.

About the Role:

The primary objective is to provide exceptional customer service, remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor

Role Outcomes:

• Provide in-depth helpdesk/service desk support to all users.
• Provide IT and application support to all users.
• Support and maintain all technology infrastructure.
• Liaise 3rd party relationships with vendors, suppliers, and support contractors.
• Facilitate Asset Management tasks.
• Manage the implementation of new technology.
• Customer service orientated.
• Support & mentor IT Support Coordinators and technicians.
• Act as escalation point for IT Support Coordinators and Technicians wherever necessary

Role Responsibilities:

Provides predominantly remote technical support to clients under the guidance of the Support Team Lead/ Head of Service Delivery/Shared Services and as part of a team.

The position involves but is not limited to:

• Customer liaison via email, and phone.
• Assist with software installations and updates.
• Log and categorize service requests through helpdesk system (ConnectWise)
• Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
• Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
• Handle more complex technical issues.
• Assist with network and server management.
• Ownership of customer environments and provide specialist expertise for those customers.
• Act as an escalation point to any issues encountered by IT Support Coordinators and Technicians.
• Protect Organisation’s ‘Character’ by keeping internal and external information confidential.
• Embody the values set by the company.
• Aid in the fulfillment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities.

Role Competencies:

• Experience in a client-focused IT technical support role.
• Experience with an MSP preferred.
• Excellent communication skills, both written and verbal, being able to interact with end-users effectively.
• Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
• Ability to work independently, yet part of a collaborative team.
• Strong Organisational and time management skills.
• Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.

Role Qualifications:

• Strong technical knowledge and troubleshooting skills.
• Technical ability to resolve more complex incidents within a Windows environment.
• Active Directory user and group administration.
• Administration of Exchange and O365.
• Experience with network and server systems.
• Mentoring skills.
• Hands on experience with setup and troubleshooting of computer hardware and peripherals.
• Relevant technical training, certifications, and education.
• Service Management certifications (e.g. ITIL).

Role Experience Required:

• 3-5 years IT experience supporting Microsoft Office and Windows Infrastructure environments.
• Qualification in key core system technology.
• Advanced communication skills.
• Proven experience supporting end users via training and correspondence

Role Experience Desired:

• ITIL Certification.
• Experience using systems - including Office 365, Skype for Business, Teams, Active Directory and Exchange