Melbourne CBD | Hybrid (3 days office / 2 days WFH)

We’re partnering with a well-established professional services organisation to recruit an IT Support Analyst to join their Melbourne-based technology team. This is an excellent opportunity for someone currently operating in a Level 1 Service Desk or IT Support role who is looking for genuine career progression into a Level 2 position.

You’ll initially join the team supporting end users across a modern Microsoft environment while working closely with senior technical staff. As part of a planned service desk transformation, there will be a clear development pathway into a Level 2 role, including mentoring, training, and hands‑on exposure to more complex support activities.

About the role

Working as part of a collaborative support team, you’ll be responsible for delivering high‑quality technical support to users across multiple locations.

Key responsibilities include:

- Providing Level 1 technical support to end users
- Troubleshooting hardware, software, networking, VPN and mobile device issues
- Managing incidents and service requests within agreed SLAs
- Supporting Microsoft 365, Windows environments and Active Directory
- Managing user access requests and account administration
- Escalating complex issues to specialist teams where required
- Assisting with device deployments, upgrades and onboarding activities




- Maintaining support documentation and knowledge articles
- Contributing to continuous improvement initiatives and service excellence

About you

- Level 1 experience in an IT Support, Help Desk or Service Desk role
- Strong experience supporting Microsoft Windows and Microsoft 365 environments
- Exposure to Active Directory, remote access technologies and mobile device support
- Excellent troubleshooting and problem‑solving skills
- Strong communication and stakeholder management capability
- A customer‑first mindset with a genuine focus on service delivery
- IT qualifications or equivalent commercial experience
- Full Australian working rights

Highly regarded

- Previous experience within a law firm or qualified services environment
- Exposure to ITIL and service management best practice
- Experience supporting modern workplace technologies including Intune, Entra ID and endpoint management tools

What’s on offer?

- Genuine progression pathway into a Level 2 position
- Structured mentoring and development
- Modern Microsoft technology environment
- Melbourne CBD location
- Hybrid working arrangement (2 days WFH)
- Supportive and collaborative team culture

If you’re a Level 1 Support Analyst ready to take the next step in your career, we’d love to hear from you.

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📌 Support Analyst (Melbourne)
🏢 Sharp & Carter
📍 Melbourne