Service Desk Analyst

• Provide 1st & 2nd level IT support in our modern Leederville office; across hardware, software, Microsoft 365, Windows, networking and identity
• Troubleshoot and resolve incidents including device builds, user access, MFA, Intune and VIP support
• Deliver excellent customer service, maintain accurate documentation and contribute to process improvements

Reporting to the Service Desk Manager, you will deliver 1st and 2nd level onsite and remote IT assistance and provide prompt and exceptional service to all ABN Group staff. You will diagnose and resolve a wide range of technical issues independently.

• Accurately identify, investigate, and analyse incidents, performing root‑cause analysis not just temporary fixes
• Provide in‑person troubleshooting, including VIP and executive support, and manage walk‑up queues effectively
• Assist the Desktop Support team, where required, to rebuild, reimage, and provision devices end‑to‑end, including hardware diagnostics and replacements
• Troubleshoot hybrid identity, MFA, conditional access, and sign‑in issues across AD and Entra ID
• Manage user accounts, groups, permissions, mailboxes, and network drive access,
• Troubleshoot Outlook, Teams, SharePoint, and modern device management workflows (e.g., Intune/MEM)
• Maintain high‑quality ticket notes and provide clear handovers or escalations to other resolver groups, keeping stakeholders informed with progress and resolution.
• Identify recurring issues, contribute to process improvements, and help refine knowledge articles

About You

To be successful in this role, you will bring a combination of the following skills, experience, and attributes.

Technical Skills and Experience:

• Microsoft Windows 10 and 11 environments
• Windows Server environments, networking concepts, VPN connectivity, and Azure Virtual Desktop (AVD)
• Active Directory, Entra ID, hybrid identity, MFA, and conditional access
• Exchange and Exchange Online, including mailbox administration and Outlook support
• Microsoft 365 applications, including Teams and SharePoint
• ServiceNow, 8x8, and remote support solutions (e.g. ScreenConnect)
• Familiarity with Intune/MDM and Company Portal
• Strong troubleshooting skills across hardware and software; device rebuilds and diagnostics
• Working knowledge of the ITIL framework
• Mac/Apple, ArchiCAD, AutoSketch, Autodesk/Revit, Dynamics 365, InDesign, DocuSign, or Symprex is desirable
• Creating clear documentation, knowledge articles, and handover materials
• Diploma or Bachelor’s degree in IT or a related field

Personal Attributes:

• A strong customer service focus, with excellent verbal & written communication
• Ability to remain calm, confident, and positive in a fast-paced environment
• Proven ability to work independently, take ownership, and see issues through to resolution
• Proactive mindset with sound judgement, and the ability to identify trends and improvement opportunities

Other Requirements:

• Flexibility to work between 7:30am and 5:00pm, Monday to Friday
• Shared weekend on-call support (Saturday and Sunday, potentially 6:00am to 3:00pm) – on-call incentives apply

Why ABN?

We're not just offering a job; we're inviting you to be part of a community that values innovation, passion, and excellence. Our employee benefits include:

• In-House Discounts: Exclusive discounts to enjoy
• Career Growth: Opportunities to elevate your career within a thriving organisation
• Wellness Focus: Dedicated programs to nurture your well-being
• Health Coverage: Access discounted private health insurance
• Parental Leave: Paid leave for both primary and non-primary carers

What's Next?

If who we are resonates with you and you think you have what is required to fill this exciting role, then click apply!

Please note ABN Group is sourcing this role internally and not accepting applications from recruitment agencies.