Job Description

Job Summary

We're looking for an experienced Service Desk Specialist to join our Technology & Innovation team and provide exceptional Level 1 and 2 IT support across our national business.

About the Role

As the first point of contact for IT support, you'll take ownership of incidents and service requests from diagnosis through to resolution, ensuring our employees remain productive and connected.

You'll work across a diverse technology landscape including Microsoft 365, Windows 11, Microsoft Intune, Entra ID, Active Directory, Dynamics 365, cloud platforms, end-user devices, and network connectivity technologies. You'll also contribute to continuous improvement initiatives by identifying recurring issues, enhancing processes, and maintaining quality technical documentation.

Job Description

Key Responsibilities

• Deliver Level 1 and Level 2 IT support across hardware, software, business applications, operating systems, and connectivity issues.
• Own and manage the end-to-end lifecycle of IT incidents and service requests, including triage, prioritisation, troubleshooting, escalation, resolution, and fulfilment within agreed SLAs.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Dynamics 365 across cloud and hybrid environments.
• Manage and support endpoint devices using Microsoft Intune and Autopilot, including device provisioning, application deployment, configuration, and security compliance.
• Support cloud and on-premises infrastructure, including Microsoft Azure, AWS, Windows operating systems, and Linux environments.
• Manage identity and access requests across Active Directory and Microsoft Entra ID, including user provisioning, onboarding, offboarding, and access management.
• Troubleshoot network and connectivity issues, including VPN, wireless networks, DNS, DHCP, TCP/IP, FortiClient, and Cisco Meraki.
• Collaborate with internal teams and external vendors to resolve issues, manage escalations, and improve service delivery and operational efficiency.
• Maintain technical documentation and knowledge base articles to support consistent troubleshooting, knowledge sharing, and continuous service improvement.

Skills

About You

To be successful in this role, you'll bring:

• Minimum 3 years' hands-on experience in a Service Desk, Desktop Support or End User Computing (EUC) role within an enterprise or managed services environment (excluding time spent in internships and work placements).
• Strong technical experience supporting Microsoft 365, Windows operating systems, and cloud or hybrid environments.
• Practical experience with Microsoft Intune and Autopilot, including endpoint provisioning, application deployment, device management, and compliance.
• Working knowledge of Active Directory and Microsoft Entra ID, including identity management, user provisioning, and access administration.
• Sound understanding of ITSM practices, including end-to-end incident and request management, ticket ownership, SLA compliance, asset management, and escalation. ServiceNow experience is desirable.
• Proven troubleshooting skills across hardware, software, networking, VPN, wireless, and remote connectivity issues.
• Strong communication, customer service, and problem-solving skills, with the ability to take ownership, manage competing priorities, and work collaboratively with stakeholders and vendors.
• Demonstrated initiative and a proactive approach to problem-solving, with the ability to work independently, investigate and resolve issues, take ownership of tasks, and drive outcomes without requiring constant direction or supervision.

Essential Requirements

To be considered for this opportunity, applicants must:

• Hold Australian Citizenship or Australian Permanent Residency with unrestricted working rights.
• Hold a current Australian driver's licence.
• Have access to a reliable vehicle to travel between Ricoh office and warehouse locations when required.
• Be willing to work from our North Ryde office and support users across multiple sites.

Please note: Visa sponsorship is not available for this position. Temporary visa holders will not be considered.