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
Strong 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




Solid 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 (Gold Coast)
🏢 Jobtailor
📍 Gold Coast