• Deliver Service Desk Support: Provide first and second-level support for technology incidents and service requests, including troubleshooting hardware, software, access and connectivity issues, while ensuring timely communication and resolution. 
• Maintain Technology Operations & Security: Support user provisioning, device management, software deployments, system maintenance and compliance with security controls and Essential Eight requirements. 
• Drive Service Excellence & Continuous Improvement: Monitor service levels, contribute to incident reviews, identify process improvements and leverage technology and AI-enabled tools to enhance service delivery and user experience. 
• Manage Knowledge & Documentation: Create and maintain knowledge articles, support self-service resources, and ensure accurate documentation of incidents, resolutions and operational procedures. 
• Collaborate & Support the Business: Work closely with technology teams, vendors and business stakeholders to resolve issues, support onboarding and offboarding activities, and deliver a customer-focused technology service. 

Skills and experience 

• Proven Service Desk experience, with a strong track record providing high-quality end-user support, incident management and request fulfilment within a complex enterprise environment. 
• Strong technical expertise, including hands-on experience supporting Microsoft 365, Entra ID, Intune and endpoint management solutions within cloud-only environments.