Service Desk Analyst - M365

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

The Analyst will respond to service tickets, resolve end-user issues, and support requests involving Microsoft 365 applications such as Exchange Online, SharePoint, OneDrive, Teams, and Entra ID (formerly Azure AD).

Requirements

What You'll Do:

• Provide tier 1/2 support for Microsoft 365-related incidents and service requests.
• Troubleshoot and resolve issues related to:
• Exchange Online (mail flow, mailbox access, distribution lists)
• Teams and Teams Phone (calls, meetings, device settings)
• OneDrive and SharePoint Online (permissions, sync issues, access requests)
• Compliance and security features (MFA, Conditional Access, DLP)
• Monitor ticket queues, ensuring timely responses and resolution in line with SLAs.
• Maintain and update knowledge base articles for common Microsoft 365 issues.
• Perform routine administrative tasks and configuration updates as part of business-as-usual operations.
• Escalate complex incidents to senior engineers or vendor support as required.
• Liaise with end users, account managers, and internal teams to communicate updates or technical resolutions.

What You'll Bring:

• Solid experience in a technical support or IT operations role.
• Hands-on experience supporting Microsoft 365 services including:
• Exchange Online
• Microsoft Teams
• SharePoint and OneDrive
• Entra ID / Azure AD
• Familiarity with Microsoft 365 Admin Center and Exchange Admin Center.
• Basic knowledge of PowerShell for Microsoft 365 administration is a plus.
• Understanding of security and compliance features like MFA, conditional access, and DLP.
• ITIL experience or understanding of service management practices preferred.
• Excellent customer service and communication skills.
• Experience using a ticketing system such as ConnectWise.
• 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.