Desktop Support Analyst

2 weeks ago

Adelaide, South Australia Emanate Technology Pty Ltd Full time $90,000 - $120,000 per year

Overview

We are seeking an experienced Desktop Support Analyst to join a high-performing ICT Operations Team supporting a major national defence program. This role will be pivotal in providing technical expertise across corporate computing devices, Microsoft Office services, collaborative platforms, and the evaluation of commercial off-the-shelf (COTS) products.

The position will involve direct support to staff at all levels, from operational teams to executives and board directors, while working both independently and collaboratively with the wider IT support function. The role reports to the IT Service Desk Manager.

Key Responsibilities

  • Provide hands-on technical support across all corporate computing devices, peripherals, and software applications.
  • Manage and administer Microsoft Office 365, Azure AD, Intune, and associated collaboration environments.
  • Troubleshoot hardware, software, network, and telecommunications issues for Windows and mobile devices.
  • Maintain accurate and timely records in the IT work management system, including change management processes.
  • Populate, review, and ensure the currency of IT knowledgebase articles.
  • Develop, review, and improve local IT guidelines, processes, and procedures to ensure high standards of customer service.
  • Deliver technical support and advice to staff at all levels, including senior leadership.
  • Utilise ITIL/ITSM best practices to ensure efficient service delivery.
  • Provide remote desktop support as required and resolve tickets in line with agreed SLAs.
  • Support occasional after-hours work, including evenings, weekends, and public holidays if needed.

Essential Skills & Experience

  • Must be an Australian Citizen (due to security and program requirements).
  • AGSVA security clearances (Baseline, NV1, or higher) are highly regarded.
  • Proven experience in a technical support role, preferably within a service desk or help desk environment.
  • Strong understanding of ITIL & ITSM principles and frameworks.
  • Experience with Azure AD and Microsoft Intune.
  • High-level troubleshooting skills across hardware (laptops, desktops, printers, mobile devices) and software.
  • Strong communication skills, with the ability to translate technical concepts into plain language.
  • Ability to work both autonomously and collaboratively in a fast-paced environment.
  • Strong analytical and problem-solving capability.
  • Experience with remote support tools and ticketing systems.
  • Familiarity with enterprise architecture and its role in capability development.

Qualifications (Preferred)

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • Industry certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent.

For more information, please contact:

Regan Fathers –

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