The Opportunity 

Located at either our Ringwood VIC or Milton QLD office, this role reports to the IT Service Desk Team Leader. The Service Desk and Desktop Support Analyst will be primarily responsible for providing quality Level 1-3 (depending on experience) end user compute technical support and solutions to all levels of MEGT Staff and Management. This will include provisioning, support, maintenance, and decommissioning of end user devices and applications, while escalating to senior teams as required.  

IT Services are provided via phone, on site and utilizing remote support technologies in an effort assist staff in both technical issues and requests to enable effective and productive use of IT systems.

It is expected that they will operate in a positive manner to promote self, the IT division, its staff and duties in the best way possible by utilising technical knowledge and common sense at all times when dealing with staff and vendors. The person in this role is also be expected to work closely with the IT Service Desk Team Leader to assist in co-ordination of rollouts, reporting and audits.

• Providing timely IT customer service in relation to user issues and requests according to their nature and urgency
• Procurement and distribution of end user compute devices, items and consumables
• Accurate and up to date ticket management, ensure all Service Desk issues and requests are recorded in the ticketing system
• Maintenance of Service Desk technical and process documentation
• Planning for and responding to service outages and other problems
• Produce Statistical and Trend Reporting
• Maintain Helpdesk FAQ’s
• Implementation of hardware and software upgrades and configuration changes, including technical documentation
• Problem diagnosis and resolution (hardware and software troubleshooting)
• Pro-active problem management (system performance tuning)
• Development of ServiceDesk and IT knowledgebase (help files)
• Maintenance of asset information
• Perform tasks outside of the PD as required by the Service Desk Manager/CIO
• Provide ad-hoc and scheduled reporting to the Service Desk Manager
• Design and develop solutions in response to relevant customer feedback

About you 

You will be a passionate and trail blazing IT professional who can thrive in a fast-paced environment

• Must have 2 years MSP experience on a service or help desk, OR 4 years experience on a service desk or help desk
• Proven customer centric focus and interpersonal skills with the ability to effectively communicate and liaise with all levels of staff 
• Knowledge of M365, Active Directory and Azure Active Directory, MS Exchange, RMM Tools (eg Desktop Central or Kaseya), iOS, basic Networking, network printing, Endpoint Manager, Intrusion Detection software, Antivirus software, and remote client VPN environments 
• Proficiency in supporting Microsoft Office software applications (multiple versions), including some knowledge of SharePoint advantageous 
• Ability to work with or create documentation where needed 
• Strong problem solving and analytical skills, used to develop and implement effective solutions to problems 
• Ability to effectively prioritize and execute tasks in a high-pressure environment 
• Team player with strong organization and time management skills 
• Proven ability to self-motivate, manage work priorities efficiently and exceed KPIs 
• Commitment to continuous improvement and consistency 
• Ability to translate technical language to lay audiences for a clear understanding 
• Excellent oral, written, and interpersonal communication skills that are appropriate for various levels including management, staff, contractors, and vendors

Find your ME at MEGT

At MEGT, we are a proud Australian not-for-profit that’s helped over one million people kickstart amazing careers since 1982! 

We’re proud to be certified Great Place to Work – and we live it every day. We support work-life balance and offer great benefits to help you thrive:

• Hybrid & flexible working options available after after 1 to 2 months of onsite training
• 4 weeks paid parental leave after 6 months
• $500 My Benefits voucher referral bonus
• 3 paid Christmas close-down days 
• Buy or cash out extra annual leave + 17.5% leave loading
• Pro-rata long service leave after 7 years 
• Salary packaging available (non-PBI) 
• Professional development & study support 
• Travel, retail, entertainment and health insurance discounts  
• Employee Assistance Program (includes Nurse on Call) 

The MEGT Commitment 

At MEGT, people are at the heart of everything we do. Our values—United, Savvy, Trailblazers, and Thrive—guide our culture and the way we work. 

We are an Equal Opportunity Employer and Child Safe Organisation, committed to a safe, inclusive, and diverse workplace. We welcome applicants of all backgrounds, including women, First Nations People, veterans, individuals with disability, and people from minority groups. Learn more about our commitment here.