L1 Service Desk Analyst

About Quorum

Founded in 2004, Quorum is an award-winning team of industry-leading professionals who deliver world class solutions and services that provide businesses modern and secure Microsoft Cloud Solutions. We have a diverse set of skills and capabilities across Azure, Cyber Security, Modern Work and Managed Services that enables us to leverage leading cloud technologies to create transformational change for our clients.

We are proud to hold 3 Microsoft Solutions Partner designations across Infrastructure, Modern Work and Security, with 7 Specialisations. As the
winner of the
prestigious Microsoft ANZ 2024 Security Partner of the Year Award
, and as one of the very few MSSP's in the ANZ market accepted into the Microsoft Intelligent Security Association (MISA) we apply expert skills to help our clients access the best of Microsoft's suite of capabilities.

The Role

We have an opportunity for a
Service Desk Analyst
to join our Managed Services Practice at Quorum, based in
Sydney, NSW.

As a Service Desk Analyst - Managed Services, you will provide first-line technical support to our customers across a range of Microsoft environments. You'll assist with resolving incidents, fulfilling service requests, and escalating complex issues to senior engineers where required, ensuring a high standard of service and customer satisfaction at all times.

You will work as part of the Managed Services team alongside Systems Engineers, Senior Systems Engineers, Cloud & Infrastructure Engineers, and Technical Consultants. The role provides exposure to a broad range of Microsoft cloud and infrastructure technologies, with the opportunity to learn from experienced professionals, develop your technical capability, and progress your career within Quorum's Managed Services Practice.

What are we looking for

We're looking for an
L1 Service Desk Analyst
with hands-on experience supporting Microsoft-based environments and a strong desire to expand their technical capability. This role forms the entry-level foundation of our Managed Services Practice and provides the opportunity to deepen your expertise across a broad range of technologies while working within a supportive, fast-paced team environment.

Communication and customer service are critical in this role. You'll need to be able to engage confidently with end users, explain technical issues in clear, simple terms, and work collaboratively with colleagues to deliver consistent outcomes. A logical approach to troubleshooting, along with strong organisation and attention to detail, will help you manage multiple tasks efficiently and effectively.

This position suits someone who is dependable, proactive, and eager to take the next step in their IT career. You'll bring enthusiasm, professionalism, and a strong customer-first mindset, contributing positively as part of Quorum's Managed Services team.

As a Managed Microsoft Partner, Quorum provides Service Desk Analysts with exposure to enterprise-level, cloud-first environments across a wide range of managed clients. You'll gain hands-on experience with modern Microsoft technologies while developing the skills, confidence, and experience to accelerate your career in Managed Services.

Role Requirements

Experience and Expertise
– Experience providing technical support within a Microsoft-based environment, with exposure to multiple customer systems. Our L1 Service Desk Analysts require the ability to triage incidents, assist with service requests, and escalate more complex issues where required, while maintaining consistency and professionalism.

Technical Skills
–

• Hands-on experience with Microsoft 365 (Exchange Online, Teams, SharePoint Online) and Windows 10/11.
• Familiarity with Active Directory and basic exposure to Azure Active Directory, Intune, or Windows Server environments.
• Experience with virtualisation platforms such as Hyper-V or VMware, and backup and recovery tools such as Veeam or Azure Backup, will be highly regarded.

Customer Support
– We need someone who is customer-obsessed, with strong troubleshooting and problem-solving skills, the ability to resolve issues effectively and explain technical matters clearly to both technical and non-technical users.

Emotional Intelligence and Collaboration
– At Quorum, we place a great deal of value on Emotional Intelligence, and the ability to read the room. Our Service Desk Analysts require outstanding interpersonal skills, with the ability to build trust, show empathy, and work effectively with colleagues and customers.

Time Management and Prioritisation
– The ability to balance multiple tasks across different customer environments, manage competing priorities, and maintain momentum while meeting agreed deadlines.

Attention to Detail and Process
– A process-driven mindset with the ability to follow agreed procedures, maintain accurate documentation, and ensure customer environments remain aligned to best practice.

Professionalism and Integrity
– At Quorum, professionalism and integrity are central to how we work. Service Desk Analysts need the ability to remain calm under pressure, act consistently, and uphold the high standards expected by our customers. We are looking for someone who wants to be an active part of the Quorum team, proactively contributing ideas and feedback, and getting involved with our culture.

What's it like to work at Quorum

The customer service we're known for all begins with an excellent culture. Quorum is built from the ground up with people who are hired first and foremost for their culture fit, empowering individuals to become a part of a strong, collaborative team that works from shared values.

At Quorum, we believe in work/life balance and putting people first. We have built an inclusive team environment that celebrates freedom and flexibility, with an emphasis on providing opportunities for career progression, and exposure to cutting edge technologies.

We're a social bunch that love to stay connected by having regular team and company social events. This focus on company culture is backed by our commitment to achieving our Great Place To Work accreditation for the past five years, consistently being voted in the top 12 workplaces in Australia.

Quorum Benefits

At Quorum, we embrace a hybrid working lifestyle and provide a range of associated benefits:

We understand that a typical 9-5 work week doesn't suit everyone and offer a flexible model that supports true work/life balance. Our comprehensive 'Work From Anywhere' policy takes this flexibility to a whole new level; enabling Quorum employees the option to temporarily work overseas or interstate when required. We also cover the cost of your home internet and mobile, setting you up for success.

For those days in the office when you want to connect with the team in person, we want to make the experience as awesome as possible:

We are proud to have created a diverse and inclusive workplace where everyone can fully contribute their unique personality. We're committed to organising regular events and social gatherings to maintain our vibrant team culture, and we have a fully stocked kitchen with a range of food, drinks and snacks, a range of games and amusements (did someone say pool table?), and our awesome free weekly team lunches

The health, development and wellbeing of our team is a key focus at Quorum:

We provide a comprehensive range of associated benefits, like paid parental leave for primary and secondary caregivers, professional EAP counselling service, income and life insurance in the case of a personal accident at work, wellness program that offers partial reimbursement of health-related subscriptions (gym, yoga, etc), regular professional in-office massages, a huge range of paid professional training, certifications and development opportunities.

These are just some of the benefits that we offer the Quorum Crew. You can view the full list on our website:

Quorum Values

Our values are core to what we do

Karma
– At Quorum, we do what is right, always

Teamwork
– We are a team, and we are passionate about what we do

Consistent
– The right approach delivers the right outcome

Authenticity
– We make our commitments carefully and then do what we say we will

Culture
– Be happy and never stop learning