As the IT Support Analyst, you will be the first point of contact for workplace technology support across all of our offices, keeping approximately 250 staff productive. This is a hands-on Level 1 and Level 2 role covering desktop support, Microsoft 365, end-user applications, access and devices, staff lifecycle activities and meeting-room technology.

You will own the day-to-day support queue in Freshservice and work alongside our Technical Support Specialist, who handles deeper Level 2 and Level 3 issues, reporting to the IT Operations Manager. In our fast-paced, growing business, we need someone energetic, service-minded and technically curious who follows issues through, spots better ways of working and wants to build their skills across a modern Microsoft environment.

Key Responsibilities

- Act as the first point of contact for in-person and service desk requests; troubleshoot Level 1 and Level 2 issues across Windows, macOS, Microsoft 365, business applications, hardware and connectivity.
- Own requests from diagnosis to resolution, escalating complex issues to the Technical Support Specialist, IT Operations Manager or managed service provider while tracking progress and keeping staff informed.
- Manage the daily Freshservice queue, prioritise incidents and requests against service levels, maintain accurate records and identify recurring issues that need a lasting fix.
- Deliver end-to-end starter, mover and leaver processes: accounts, groups, licences, access permissions, device provisioning, first-day setup and orientation, secure offboarding and equipment recovery.
- Administer Microsoft 365, Entra ID and Intune, including user and licence management, endpoint enrolment, compliance and configuration profiles.
- Maintain accurate device, asset and access records; support patching, software updates, equipment refreshes, desk setups and office moves.




- Support meeting-room AV and communications technology, including Microsoft Teams Rooms, cameras, microphones, displays and video conferencing; prepare rooms for significant meetings and events.
- Coordinate with managed service providers, SaaS vendors and hardware suppliers on escalations, licence administration, repairs and replacements, following through to minimise disruption.
- Maintain practical knowledge-base articles, enable staff self-service where possible and suggest and implement improvements to everyday workplace support.
- Follow established security, access and change processes; maintain evidence for audits and work within ISO 27001 and APRA CPS 234 obligations.

Key Skills and Experience

Must-haves

- At least two years’ experience in corporate service desk, desktop or end-user IT support, with practical Level 1 and Level 2 troubleshooting skills.
- Hands-on Microsoft 365 and Entra ID administration, including accounts, groups, access and licences.
- Experience with endpoint management, ideally Intune, including device enrolment, compliance and configuration.
- Confidence supporting Windows and macOS devices, business applications, hardware and meeting-room technology.
- Experience with a ticketing platform, strong record keeping and the ability to manage competing requests through to resolution.
- Excellent communication with staff at all levels, sound escalation judgement, a customer-first mindset and the energy, curiosity and initiative to thrive in a fast-paced environment.

Nice-to-haves

- Freshservice, SaaS administration, Microsoft Teams Rooms/AV support or experience working with an external managed service provider.
- Financial services or regulated-environment exposure, including access controls and audit evidence.
- Microsoft MS-900 or MD-102, CompTIA A+ or ITIL Foundation certification; enthusiasm for ongoing technical learning.

📌 IT Support Analyst (Sydney)
🏢 BetaShares
📍 Sydney