End User Services Analyst
Leica Geosystems · Perth WA ·
- Work mode
- Onsite
End User Services Analyst
Leica Geosystems Pty Limited, trading as Hexagon solves surface and underground mine challenges with proven technologies for planning, operations, and safety.
Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous — ensuring a scalable, sustainable future.
We are looking for an experienced and customer-focused End User Services Analyst to join our IT & Data / End User Services team based in Perth, Western Australia.
This is not a traditional Service Desk role. The position combines End User Services support with Software Asset Management responsibilities and plays a key role in maintaining operational continuity across our APAC business, including Hexagon's autonomous mining and operational environment, industrial environments and software licensing governance.
Working closely with regional and global stakeholders, you will support employee lifecycle activities, software licensing and renewals, access governance, software asset management processes, and day-to-day IT operations. You will also contribute to service continuity across multiple technology environments while supporting ongoing organisational and systems transition activities, including Hexagon's legacy and proprietary systems, acquired environments and modernising environments across mining, resources, industrial and autonomous operations contexts.
As part of Hexagon's global End User Services team, you will work within a Follow-the-Sun support model and act as a trusted technical resource for end users, business leaders, HR, Security, Governance, Risk & Compliance and global IT teams.
As an End User Services Analyst, you will be responsible for, but not limited to:
Providing Tier 1 and Tier 2 support for enterprise hardware, software, access, connectivity and device-related issues.
Supporting geographically dispersed users across the APAC region, ensuring timely resolution of incidents and service requests to minimise business disruption across multiple countries and jurisdictions, including Indonesia.
Troubleshooting technical issues across Microsoft 365, endpoint technologies, access management systems and enterprise applications.
Supporting users across multiple technology domains, systems and support models, including legacy, acquired, proprietary and transitioning environments where knowledge is highly specialised and not easily hired directly from the market.
Supporting complex operational environments, including Hexagon's autonomous mining and operational environment, mining operations technology, production environments, operational workflows, autonomous or industrial technology platforms, and legacy, acquired and transitioning technology platforms.
Coordinating onboarding, offboarding, employee transfers and access provisioning activities across the APAC region.
Partnering closely with HR, Facilities, Security and business stakeholders to ensure seamless employee technology deployment and access management.
Supporting identity and access management processes, including account provisioning, access reviews and role changes.
Ensuring employee lifecycle activities are completed in accordance with security, compliance and operational requirements.
Supporting Global Software Asset Management activities, including Software Asset Management, software licensing administration, licensing compliance activities, entitlement tracking, renewals management, licensing lifecycle governance and vendor management.
Managing end-user hardware asset lifecycle activities, including maintaining accurate asset records for laptops, mobile devices, peripherals and IT equipment, coordinating procurement, deployments, refresh programs, warranty claims, repairs, vendor engagements and asset recovery activities.
Supporting meeting room technologies, Microsoft Teams Rooms (MTR), conferencing platforms and audiovisual (AV) systems, including setup, troubleshooting and on-site support for meetings, leadership forums, town halls and corporate events.
Supporting network infrastructure activities, including installation, replacement, troubleshooting and maintenance of network switches, wireless access points, firewalls, structured cabling and associated connectivity services.
Planning and coordinating infrastructure and technology maintenance activities, including power shutdowns, system upgrades and scheduled maintenance windows by working closely with building management, facilities teams, global IT teams, vendors and business stakeholders to minimise downtime and ensure timely service restoration.
Contributing to operational continuity by documenting processes, maintaining knowledge articles and supporting team knowledge transfer.
Working collaboratively across regional and global teams to ensure effective support handovers and escalation management.
Contributing to technology transition activities, including business integration, technology migrations, mergers, acquisitions and organisational change initiatives.
Supporting business continuity initiatives by maintaining critical operational knowledge and providing support during organisational and technology transition activities.
Technical Skills and Experience
To be successful in this role, you must have:
Experience within an End User Services, Service Desk or IT Operations environment supporting enterprise users.
Experience supporting autonomous mining and operational environment, mining operations technology, resources, industrial, production or autonomous operations environments, with an understanding of how technology supports operational workflows.
Experience supporting employee onboarding, offboarding, access management and user lifecycle processes.
Experience with software asset management, software licensing administration, entitlement management, renewals management, software compliance activities, audit readiness, governance activities and vendor or licensing lifecycle management.
Experience supporting business-critical technology environments with multiple platforms, domains and inherited systems.
Ability to support users across multiple technology domains, user populations, systems and support models, including legacy, acquired, proprietary and transitioning environments where knowledge is specialised and cannot be readily hired directly from the market.
Working knowledge of Microsoft 365, Windows, macOS, Entra ID (Azure AD), Exchange Online and endpoint technologies.
Experience using ServiceNow or similar IT Service Management platforms.
Strong understanding of software licensing principles, asset management practices and technology governance processes.
Experience interacting with Governance, Risk & Compliance, audit or compliance functions to support licensing and software compliance reviews.
Demonstrated ability to manage competing priorities across both End User Services and Software Asset Management functions.
Experience supporting technology transitions, business integration, technology migrations, mergers, acquisitions or organisational change would be beneficial.
Experience supporting regional APAC users and stakeholders across multiple countries, jurisdictions and operating environments, including Indonesia.
Strong troubleshooting skills combined with excellent attention to detail and documentation capability.
Qualifications and Experience
Tertiary qualification in Information Technology or a related field, or equivalent experience.
Relevant certifications such as CompTIA A+, ITIL Foundation or AWS Certified Cloud Practitioner.
Exposure to software asset management, software licensing, renewals, entitlement management, vendor lifecycle management or internal IT compliance activities would be advantageous.
Familiarity with mining technology ecosystems, operational systems, autonomous operations and industrial technology environments would be highly regarded.
Completion of relevant mining-specific support courses, such as Talk Desk Admins Course, Talk Desk Agents Course, Talk Desk Supervisors Course and Talk Desk Call Bar for Agents.
Familiarity with multi-domain or transition environments, including legacy and acquired systems, would be beneficial.
About You
You will be someone who:
Is highly organised, with strong attention to detail.
Can manage competing priorities and follow work through to resolution.
Is comfortable working independently while knowing when to seek guidance or escalate issues.
Is curious and willing to learn new technologies, tools and processes in a changing IT environment.
Works well in a collaborative environment and builds trusted relationships with users, colleagues and stakeholders.
Demonstrates a positive, reliable and service-focused approach.
Has strong customer service and stakeholder management skills, with the ability to build trusted relationships across all levels of the business.
Success in this role will come from your ability to:
Build strong relationships across technical and business teams.
Operate effectively across both End User Services and Software Asset Management disciplines, bringing knowledge that bridges both End User Services and SAM functions.
Understand the operational impact of technology interruptions and proactively manage service continuity risks, particularly in mining, production, industrial or autonomous operations environments.
Support complex technology environments and maintain knowledge across multiple systems, platforms, support models and user populations, including Hexagon's legacy, proprietary, acquired, transitioning and modernised environments.
Balance technical support responsibilities with Software Asset Management, software licensing and compliance activities, entitlement management, renewal governance and asset management requirements.
Contribute to continuous improvement initiatives while maintaining a customer-first approach to support delivery.
Working Conditions
Office-based role with onsite and remote support responsibilities.
May require occasional overtime to support operational needs, service continuity or time-sensitive incidents.
May involve low-level lifting, carrying, setting up or moving IT equipment as part of device support and provisioning activities.