We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role. Are you ready to be an important part of this ever-transformational journey?

Location: Melbourne We are looking for a customer-focused Remote Desktop Analyst to provide L1.5/L2 support across Microsoft 365, Exchange Online, desktop, endpoint, and retail technology environments. You will be responsible for resolving user issues, supporting store and corporate operations, and ensuring high-quality IT service delivery. Key Responsibilities

Provide remote support for Windows 10/11 devices, Microsoft 365 applications, Outlook, Teams, OneDrive, SharePoint, and enterprise applications.

Troubleshoot

Outlook, mailbox access, shared mailboxes, calendar permissions, email delivery issues, mailbox quotas, and deleted email recovery.

Support Exchange

Online administration, mail tracing, email security investigations, and distribution group management.

Perform Active Directory and Azure AD activities including password resets, MFA support, account unlocks, access validation, and group membership management. Diagnose desktop, endpoint, application, VPN, Wi-Fi, connectivity, and remote access issues.



Provide support for retail and operational technologies such as POS systems, printers, scanners, handheld devices, and shared workstations.

Manage incidents, service requests, and escalations through ServiceNow, Jira, or similar ITSM tools, ensuring SLA compliance and quality documentation. Collaborate with infrastructure, network, application, field services, and Level 3 support teams to drive timely resolution of complex issues.

Skills & Experience

2+ years of experience in Remote Desktop Support, Service Desk, Endpoint Support, or Messaging Support roles. Strong hands-on experience with:

Microsoft 365, Outlook, Exchange Online

Active Directory & Azure AD

Teams, OneDrive, SharePoint

Windows 10/11 support

Email flow troubleshooting and message tracing

VPN and network connectivity troubleshooting

ITSM tools such as ServiceNow or Jira

Exposure to Citrix/VDI environments and endpoint management tools is highly desirable. Nice to Have

Experience with email security platforms such as IronPort, Mimecast, Proofpoint, or similar.

Understanding of ITIL processes and best practices.

Experience supporting retail, store, or high-volume operational environments. What We're Looking For

Strong customer service and communication skills.

Excellent troubleshooting and problem-solving ability.

Ability to prioritise workload in a fast-paced environment.

Team player with strong ownership and escalation management skills Why Us We are one of the fastest-growing large tech companies in the world,



with offices in 50+ countries across the globe and 219,000 employees. Our company is extremely diverse with 165 nationalities represented.

We offer the opportunity to work with colleagues across the globe.

We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.

We offer comprehensive benefits for all employees. We are a certified excellent place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect. Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Data Privacy Notice | HCL Technologies

We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data.

By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice”.

📌 Remote Desktop Analyst.5 /Support (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne