Service Desk Analyst (Microsoft 365)

Location: Onsite in Newcastle, Australia. Australian citizenship is required; baseline clearance is preferred.

Company

hirify.global is an ASX-listed Australian advisory and IT solutions company providing managed Hybrid IT, Private Cloud, and Connectivity services.

What you will do

• Respond to service desk requests through phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, resolve, and escalate Level 1/Level 2 hardware, software, network, and technical incidents.
• Document user interactions, solutions, and outcomes in the ticketing system and contribute to the knowledge base.
• Collaborate with colleagues and vendors to resolve issues across multi-tenant environments.
• Support onboarding and offboarding, including account setup, configuration, and access management.
• Provide face-to-face support at client sites on an ad-hoc or regular basis.

Requirements

• Australian citizenship is required; baseline clearance is preferred.
• Foundational knowledge of hardware troubleshooting, Windows, macOS, and enterprise software.
• Hands-on experience with ScreenConnect, Automate, TeamViewer, virtual machines, VMware or Hyper-V, and Citrix Virtual Apps and Desktops.
• Experience with Microsoft 365 administration, cloud environments, hybrid infrastructure, user provisioning, access management, and cloud directory services.
• Knowledge of TCP/IP, DNS, DHCP, VPNs, and enterprise Wi-Fi troubleshooting.
• Strong communication, customer service, empathy, analytical thinking, and collaboration skills.

Nice to have

• 5+ years of experience in an MSP, IT helpdesk, or customer-facing technical environment.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Microsoft Associate-level certifications or ITIL Foundation certification.

Culture & Benefits

• Supportive culture focused on collaboration, innovation, continuous learning, and professional growth.
• Career development through succession planning, internal promotions, mentorship, certifications, and study assistance.
• Employee benefits, recognition, wellbeing support, and an Employee Assistance Program.
• Paid parental leave and support for family and caring responsibilities.
• Employee referral program with monetary incentives and a commitment to diversity, equity, and inclusion.

Hiring process

• Applications must be submitted online through the hirify.global Careers page.
• The recruitment process may also be used to create a talent pool for similar opportunities over the following 12 months.