Responsibilities

- Provide Level 1 and Level 2 IT support to staff across Palm Lake Group
- Log, track, and manage incidents and service requests through ServiceNow
- Troubleshoot hardware, software, Microsoft 365, connectivity, and device issues
- Configure and deploy laptops, desktops, and mobile devices using Microsoft Intune
- Manage user accounts, access, and permissions across Active Directory and Microsoft Entra ID
- Develop and maintain IT documentation, user guides, and support resources
- Assist with IT projects, equipment rollouts, relocations, and system improvements
- Provide onsite support at Palm Lake Group locations as required
- Work with internal stakeholders and external IT partners to resolve issues and improve service delivery
- Contribute to continuous improvement of IT processes, systems, and user experience
- Report to the IT Business Partner

Requirements

- 3+ years experience in an IT Service Desk, Help Desk, or IT Support role
- Experience using ServiceNow or a similar IT Service Management (ITSM) platform
- Robust troubleshooting skills across Windows, Microsoft 365, printers, mobile devices, and business applications
- Hands-on experience with Microsoft Intune, Active Directory and Microsoft Entra ID
- Understanding of Microsoft 365 administration and end-user support
- Knowledge of cybersecurity best practices and secure account management
- Excellent customer service and communication skills




- Strong organisational skills with the ability to manage multiple priorities
- Positive, team-focused attitude with a willingness to learn and adapt
- Ability to travel locally and interstate on occasion to support Palm Lake Group operations

Core Competencies

Demonstrates expertise in providing Level 1 and Level 2 IT support, with strong skills in troubleshooting hardware and software issues, managing user accounts in Active Directory, and utilizing Microsoft Intune for device management. Committed to enhancing IT processes and delivering excellent customer service while collaborating with stakeholders.

Highest-signal resume keywords

- IT Support Experience
- ServiceNow Proficiency
- Microsoft Intune Management
- Active Directory Administration
- Troubleshooting Skills

Hard Skills

- IT Support
- Troubleshooting
- Microsoft 365 Administration
- Active Directory
- Microsoft Intune
- ServiceNow
- Cybersecurity Best Practices
- Device Configuration
- Incident Management
- User Account Management

Soft Skills

- Customer Service
- Communication Skills
- Organisational Skills
- Team-Focused Attitude
- Adaptability

Industry Keywords

- IT Service Desk
- Help Desk
- IT Support
- Incident Management
- Service Management

Tools & Technologies

- ServiceNow
- Microsoft 365
- Microsoft Intune
- Active Directory
- Microsoft Entra ID

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📌 IT Support Analyst (Southport)
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📍 Southport