Advanced Technical Support Role:
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* We are seeking a highly capable and self-driven Level 2/3 Service Desk Analyst to join our ICT team based in Perth.
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* This role acts as a key bridge between the Service Desk and the ICT Manager Service Delivery, providing advanced technical support while also contributing to cybersecurity initiatives.
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* The successful candidate will work closely with offshore support teams and internal stakeholders to ensure seamless ICT operations and continuous service improvement.
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Responsibilities:
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* Provide hands-on support for end-user devices, applications, and network connectivity at the head office.
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* Serve as the local IT presence at the head office, ensuring high-touch support for key stakeholders.
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* Maintain and improve documentation, knowledge base articles, and support procedures.
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* Coordinate with offshore teams to ensure consistent service delivery and adherence to SLAs.
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* Assist in the implementation and monitoring of security controls and compliance measures.
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* Support endpoint protection, vulnerability management, and identity access management.
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* Participate in security incident response and remediation activities.
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Requirements:
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* Tertiary qualifications in Information Technology with at least 3 years' experience in a level 2/3 IT Support role, or as a Junior Systems Administrator delivering high-level IT support and customer service in a busy office environment.
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* Strong troubleshooting skills across Windows, Office 365, networking, and endpoint management.
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* Experience working with remote/offshore teams and managing escalations.
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* Familiarity with ITSM tools (e.g., Fresh Service).
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* Exposure to infrastructure and security tools (e.g., Azure, Intune, firewalls, SIEM).
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* Excellent communication, documentation, and stakeholder engagement skills.
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* Experience with scripting (PowerShell) or automation tools.
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* Knowledge of ITIL practices and service management frameworks.
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