Service Desk Analyst

2 days ago

North Ryde, New South Wales, Australia Liquor Marketing Group Full time

LMG Liquor Marketing Group is one of Australia's leading independent liquor retail groups, operating trusted banners such as
Bottlemart
,
SipnSave
,
Harry Brown
, and
Thirsty Camel WA
. With over
1400+ members
nationwide and a team of
90 employees
, we're committed to delivering exceptional service and support across our network.

We're seeking a
Service Desk Analyst
to join our
Sydney office in North Ryde
, providing frontline IT support and helping drive continuous improvement across our technology environment.

About the Role

As the
Service Desk Analyst
, you'll be the champion of the IT team—keeping our people connected, productive, and secure. You'll manage the service desk platform, resolve incidents, and collaborate with internal and external support teams to enhance our IT operations. This role also plays a key part in supporting cybersecurity and disaster recovery initiatives.

Key Responsibilities

  • Service Desk Management
    : Deliver IT support across Australian sites, manage ticketing platform (incident triage, resolution, escalation), and maintain documentation.
  • Office 365 Administration
    : Manage licenses and mailboxes.
  • Workplace Provisioning
    : Deploy and configure laptop and mobile phones using Microsoft Autopilot and Intune; manage software, updates, and security policies.
  • Business Platform Support
    : Execute support processes, escalate complex issues, and onboard new users.
  • User Access Management
    : Administer Azure AD and Active Directory; conduct quarterly access reviews.
  • Cybersecurity & Incident Response
    : Alert CIRT and execute playbooks as part of the incident response team.
  • Disaster Recovery Participation
    : Support recovery of workplace devices and platforms.
  • Procurement
    : Coordinate ordering and delivery of IT hardware and peripherals.

Qualifications & Experience

  • Bachelor's degree in Information Systems or Computing Science, or TAFE certification in a related field.
  • Exposure to AWS and Azure cloud environments.
  • Familiarity with ITIL or similar service desk frameworks.
  • Experience or exposure to data analytics tools such as ETL, Data Warehousing, or Power BI.

Technology Stack

  • Ticketing & Support
    : Jira Service Desk
  • Cloud Platforms
    : Azure and AWS
  • Operating Systems:
    Windows 11, macOS and Linux
  • Endpoint Management
    : Microsoft Intune
  • Productivity Tools
    : Microsoft 365
  • Security & Access
    : Active Directory, Azure AD, MFA
  • Remote Support
    : TeamViewer
  • Networking
    : Basic understanding of LAN/WAN, VPN

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