Service Desk Specialist

Who Are we?

As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digital infrastructure solutions.

At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change.

Is this the role for you?

A customer-focused IT professional is sought to provide Level 1 and 2 support within a corporate environment. The role involves managing and supporting Windows 11, Macbook, Office 365, Dynamics 365, and both cloud and on-premises infrastructure. Key tools include Microsoft Intune, Autopilot, Endpoint Manager, Entra ID (Azure AD), Active Directory, Fortigate VPN, and Meraki wireless.

The ideal candidate will have strong technical expertise, excellent interpersonal skills, and a proactive mindset. Responsibilities include troubleshooting, device management, endpoint security, and working closely with users and internal teams to deliver exceptional IT support and continuous service improvement.

Key Responsibilities:

• Act as the first and second point of contact for IT support, ensuring all issues and requests are logged, tracked, and resolved within the ITSM platform (e.g. ServiceNow), including in-person walk-ups.
• Take end-to-end ownership of incidents and service requests, from triage through to resolution and closure, with appropriate escalation when necessary.
• Provide deskside and remote technical support to end users across hardware, software, applications, and network access, focusing on Microsoft technologies.
• Deploy, configure, and manage end user devices (laptops, desktops, mobile devices) using Microsoft Intune and Autopilot in alignment with the Standard Operating Environment (SOE).
• Troubleshoot End User Computing (EUC) devices such as computers (Windows and Macbooks), as well as mobile devices such as phones and tablets (Android and iOS)
• Troubleshoot issues across the Microsoft stack including Identity (Active Directory and Entra ID), Windows 11, Office 365, Teams, SharePoint, and Dynamics 365.
• Perform onboarding and offboarding processes including provisioning and decommissioning user accounts, devices, and permissions using Entra ID (Azure AD), Active Directory, and Microsoft 365.
• Support connectivity and remote access including VPN (Fortigate), wireless (Meraki), and basic network troubleshooting.
• Ensuring all IT Support issues and requests are captured within ticketing systems (Including walk ups).

To be successful in this role:

• 90%+ utilisation
  of scheduled working hours on productive support activities.
• Consistent communication and collaboration with end users and support requestors throughout the entire incident/request lifecycle, ensuring expectations are clearly set, regularly updated, and proactively managed.
• Ability to
  structure, prioritise, and communicate workload
  , including proactively flagging blockers or changes in deliverables.
• Tickets updated daily
  with clear and informative progress notes, with 100% compliance in ticket closure procedures.
• First Time Resolution rate of 70% or higher
  , with proactive communication to manage expectations when escalations are needed.
• Average ticket resolution time under 3 business days
  , with urgency appropriately aligned to impact.
• Consistent and accurate asset tracking
  , with minimal discrepancies between recorded and physical assets.

Key Selection Criteria

• Australian Citizen or Resident
  (No sponsorship Visa)
• Based in
  Sydney only
  and able to attend North Ryde Office
• Minimum 2-3 years' experience in a similar service desk or end user support role
• Strong hands-on knowledge and experience of the Microsoft Technology stack, including
• Windows 11 / MacOS
• Office 365 (Outlook, Teams, Onedrive)
• Active Directory / Entra ID
• Strong deskside support ettiquete and personality
• Exposure to or working knowledge of the following areas highly desirable
• Cloud platforms including AWS and Azure
• Intune / Microsoft Endpoint Management
• Microsoft o365 extended application suite such as Sharepoint, Dynamic365 and Teams Telephony
• Linux Servers
• Experience in
  modern device and application management
  using Microsoft Intune, Autopilot, and Microsoft Endpoint Manager.
• Ability to perform onboarding, offboarding, and user access provisioning using identity and access management tools.
• Competency with
  incident and request management
  using an ITSM platform (e.g. ServiceNow), including ticket ownership, updates, and communication.
• Experience supporting VPN clients (e.g. FortiClient), wireless technologies (e.g. Meraki), and basic networking troubleshooting.
• Demonstrated experience in
  proactively identifying recurring issues
  and implementing long-term fixes or automation to reduce incident volumes.
• A strong track record of
  building trusted relationships
  with internal teams, leadership, and end users.
• Proven ability to remain calm under pressure, think laterally, and respond effectively to unexpected or urgent IT issues.

What we give back to you?

At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

• Paid Parental Leave
• Purchased Leave Scheme
• Participation in our RedE recognition program
• Free income protection cover
• Wellness program
• Novated leasing

Employment Type

Permanent