Service Desk Analyst - Identity

And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our growing team.

We’re excited by the fact our team is continuing to expand. And, as we continue to grow, we’re on the hunt for an IT Service Desk Analyst to provide technical support to our clients. As the IT Service Desk Analyst - Identity, you will be ensuring timely and secure management of user identities and access across Active Directory (AD), Entra ID (formerly Azure AD), and Microsoft 365 environments.

Requirements

What You'll Do:

• Create, modify, and disable user accounts in Active Directory and Entra ID
• Manage group memberships and permissions based on role-based access controls
• Process onboarding/offboarding tasks and related checklists
• Perform information changes such as name, department, or manager updates
• Troubleshoot and resolve issues related to mail flow, distribution groups, shared mailboxes, and calendar sharing
• Implement mailbox permissions, forwarding, and aliases
• Support Exchange Online configurations and identity synchronization
• Manage licensing and provisioning through Microsoft 365 Admin Center and PowerShell (if applicable)
• Assist with Multi-Factor Authentication (MFA) configurations and self-service reset tools
• Monitor access policies, conditional access, and compliance rules
• Escalate security risks or anomalies related to identity or email
• Deliver excellent customer service via ticketing system, phone, and email
• Document processes, resolutions, and client-specific procedures
• Participate in internal knowledge-sharing and process improvement discussions

What You'll Bring:

• Solid experience in a service desk or identity administration role
• Hands-on experience with:
• Active Directory (users, groups, OU structures)
• Entra ID / Azure AD
• Microsoft 365 Admin Portal
• Exchange Online and basic mail flow troubleshooting
• Experience with PowerShell scripting for user and mailbox administration (Desirable)
• Strong understanding of identity lifecycle management
• Ability to follow documented procedures and adhere to security standards
• Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
• Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
• Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
• Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.

Benefits

Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.