ICT Support and Applications Analyst

About the role

This is a varied, hands-on position covering user support, Microsoft cloud technologies, business applications and ICT projects. You will work across different technologies, investigate unfamiliar issues and help ensure problems are followed through to resolution. Your work will broadly cover three areas: ICT and end-user support, business application support and vendor coordination, and technology projects, documentation and continuous improvement.

Key responsibilities

• Provide Level 1 and Level 2 technical support across the organisation, including troubleshooting hardware, software and user issues

• Support Microsoft 365, including Outlook, Teams, SharePoint and OneDrive

• Support Windows desktops and laptops

• Support mobile devices

• Manage devices through Microsoft Intune

• Administer users, groups and access in Microsoft Entra ID

• Resolve MFA, authentication and access issues

• Complete user onboarding, offboarding and access changes

• Support meeting-room technology, audiovisual equipment and video conferencing

• Investigate and coordinate support requests across business systems, which may include Microsoft Dynamics 365, Microsoft Power Apps and Power Automate, WordPress and website technologies, and other business applications

• Investigate and gather relevant information before escalating, communicate clearly with users, keep tickets and documentation current, follow up with vendors and support partners, and keep users informed while issues are being resolved

About you

• Several years of experience in an ICT support, systems support, desktop support or application support environment

• Strong technical troubleshooting and problem-solving skills

• Good working knowledge of Microsoft 365

• Experience supporting Windows devices

• Exposure to Microsoft Intune or a similar endpoint-management platform

• Experience with Microsoft Entra ID, Azure AD, MFA and access administration

• Experience supporting one or more business applications

• Strong communication and customer-service skills

• Good ticket-management and documentation practices

• The ability to manage competing priorities

About us

The Anglican Diocese of Melbourne is continuing to strengthen its internal ICT capability and is looking for an experienced ICT Support & Applications Analyst to join our small, collaborative ICT team.