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 professional services environment
Exposure to ITIL and service management best practice
Experience supporting contemporary 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
Up-to-date 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