Senior Information Technology Service Desk Analyst
Are you an experienced Senior Information Technology Service Desk Analyst located in the ACT region who enjoys working in an environment where there is always something new to learn?
Do you enjoy solving challenging IT issues and helping customers get the best out of their technology?
Are you passionate about IT, customer service and delivering exceptional outcomes?
Are you an Australian Citizen?
AUIT could be the place for your next Senior Information Technology Service Desk Analyst role!
What does AUIT offer?
- Career development in a leading Managed Services Provider (MSP) environment.
- Permanent full time employment with a competitive salary package.
- Unique support model that combines remote support with regular customer site visits.
- Exposure to a broad range of technologies, industries and customer environments.
- Excellent customer engagement opportunities.
- A positive workplace culture where people enjoy what they do, support one another and have a laugh along the way.
- Ongoing training and professional development opportunities.
About the Business
AUIT is a full-service IT Managed Services Provider delivering end-to-end technology solutions and support to a wide range of clients throughout Canberra and the ACT region.
Our services include:
- IT Service Management
- IT Support
- Cyber Security
- Project Management
- Asset Management
- Disaster Recovery
- Backup Management
- Business Continuity
- Cloud Services
- Hardware Procurement
- Web Hosting
We pride ourselves on building long-term relationships with our customers through exceptional service and technical expertise.
About the Role
This is an exciting opportunity for an experienced IT professional to join a collaborative and supportive team while making a meaningful impact for our customers.
As a Senior Information Technology Service Desk Analyst, you will act as a senior technical resource within the service desk team, providing advanced troubleshooting and support across a wide range of technologies. You will work closely with customers both remotely and onsite, assisting with technical escalations,
supporting junior team members and contributing to the ongoing improvement of customer environments.
If you are a customer-focused IT professional with strong technical skills and a passion for delivering first-class support, we would love to hear from you.
Key Responsibilities
- Resolve advanced Level 2 and Level 3 technical issues.
- Act as a technical escalation point within the service desk.
- Provide remote and onsite support to customers throughout Canberra and surrounding regions.
- Mentor and support junior team members when required.
- Assist with technology deployments and implementation activities.
- Contribute to technical documentation and knowledge base articles.
- Maintain proactive communication with customers throughout the lifecycle of support requests.
- Identify opportunities to improve customer systems, security and operational efficiency.
- Take ownership of issues through to successful resolution.
Desired Skills and Experience
It is expected the Senior Information Technology Service Desk Analyst will have:
- Minimum 5 years practical experience within the Information Technology industry.
- Previous experience providing advanced Level 2 and Level 3 support in a Managed Services Provider (MSP) or similar environment.
- Experience managing incidents through to resolution while maintaining excellent customer communication.
- Demonstrated experience administering Microsoft 365, Microsoft Intune, Active Directory and Windows Server environments.
- Solid troubleshooting experience across desktop, server, networking and cloud technologies.
- Excellent customer service skills and the ability to communicate effectively with both technical and non-technical stakeholders.
- Strong problem-solving and analytical skills.
- Experience mentoring or assisting other technicians.
- Comprehensive understanding of IT fundamentals, including networking, email, security and file sharing technologies.
- Strong attention to detail and documentation standards.
Required Technical Skills
- Microsoft 365 Administration.
- Microsoft Intune Enrolment and Policy Management.
- Active Directory and Microsoft Entra ID (Azure AD).
- Windows Server Administration.
- Exchange Online Administration.
- Group Policy Management.
- SharePoint Online Administration.
- Windows File Shares, Permissions and Security.
- DNS and Domain Management.
- Printer Management and Troubleshooting.
- Multi-Factor Authentication and Conditional Access Administration.
- Backup and Disaster Recovery Solutions.
- VOIP/SIP Phone System Administration.
Highly Desirable
- Network management and troubleshooting including switching, routing and VLANs.
- Experience with HaloPSA or similar PSA platforms.
- Experience with NinjaOne or similar RMM platforms.
- Microsoft Azure experience.
- Microsoft Certifications.
- Previous MSP experience supporting multiple customers and environments.
Required
- Minimum 5 years relevant experience in a Senior Information Technology Service Desk Analyst or equivalent technical support role.
- Australian Citizen.
- Reside within the ACT region.
- Current Australian Driver Licence.
- Ability to travel to customer locations throughout Canberra and surrounding areas.
- Ability to successfully pass an Australian Police Check.
Why Join AUIT?
At AUIT, no two days are the same.
You will work with a wide variety of customers and technologies, be trusted to solve complex technical challenges, and have the opportunity to contribute to the development of both our customers and our internal team.
We are looking for someone who enjoys taking ownership, helping others succeed, and providing outstanding customer service while working as part of a close-knit and supportive team.
Please submit your CV and a one-page cover letter outlining your experience and suitability for the role.
📌 Senior Information Technology Service Desk Analyst (Hume)
🏢 AU IT
📍 Hume