IT Support Analyst – Microsoft 365 / SharePoint

Job Description

About the role 

Working as part of our shared Technology Support team, you will provide Level 1 and routine Level 2 support while helping maintain and improve Digital Workplace services. 

The role focuses on Microsoft 365, Teams, SharePoint Online, OneDrive, Exchange Online, intranet, document management and business productivity solutions. You will support users through the Service Desk, assist with technology improvements and help deliver a more consistent technology experience. 

Key responsibilities 

• Provide Level 1 and routine Level 2 IT support through the shared Service Desk queue. 
• Troubleshoot and resolve incidents and service requests across a broad technology environment. 
• Support Microsoft 365 services, including Teams, SharePoint Online, OneDrive and Exchange Online. 
• Support, maintain and improve SharePoint Online, intranet, document management and business productivity solutions. 
• Support Microsoft 365 administration, including user, access and service-related changes within defined controls. 
• Assist users with collaboration tools, business applications, devices and workplace technology. 
• Create and maintain support documentation and knowledge articles. 
• Support technology rollouts, upgrades, projects and improvement initiatives. 
• Identify recurring Digital Workplace issues and recommend practical improvements. 

About you 

You are a practical technology support professional who enjoys helping people, solving problems and improving how things work. You can explain technical issues clearly, stay calm under pressure and follow through. 

You are comfortable working in a shared support model and bring practical capability in Microsoft 365 and SharePoint Online. 

Skills and experience 

• Typically, 2–4 years’ experience in IT Support, Service Desk, Desktop Support, Digital Workplace support or a similar role. 
• Experience providing Level 1 and routine Level 2 support. 
• Practical experience supporting Microsoft 365 services, including Teams, SharePoint Online, OneDrive and Exchange Online. 
• Strong practical capability with SharePoint Online, including document management, permissions, user support and intranet-related support. 
• Strong troubleshooting and problem-solving skills. 
• Experience managing incidents, service requests, ticket queues, prioritisation and escalation. 
• Experience working with stakeholders, vendors and support teams. 
• Clear written and verbal communication skills, with the ability to explain technical issues in practical business language. 
• Good judgement around access, security, change control and company information.. 

Requirements 

• Permanent full-time role based at Horningsea Park Head Office. 
• Travel to CEA branches and other business locations is required from time to time, including interstate travel. 
• Current driver’s licence preferred. 
• No mandatory degree required. 

Highly regarded 

• ITIL Foundation certification or equivalent practical service management experience. 
• Microsoft 365, Desktop Support or Service Desk certifications. 
• Experience in a distributed branch, industrial, dealership, equipment, retail or operational business environment. 
• Experience supporting intranet content, document management, technology adoption or user guidance. 
• Exposure to vendor coordination, third-party escalation, minor technology changes, rollouts or project support. 

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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