Senior Technology Support Analyst

About Keystart

Keystart is a progressive, innovative, purpose-driven organisation that delivers real social impact by making the dream of an affordable home a reality for more people. We’re proud of our workplace culture, and we prioritise the wellbeing and job satisfaction of our people. We acknowledge and understand the importance of disconnecting from work and believe that our employees have the right to enjoy time off without non-essential work-related interruptions.

About the role

We’re looking for a Senior Technology Support Analyst to join our IT Operations team, providing advanced technical support and playing a key role in delivering an exceptional technology experience across Keystart.

This is a hands-on senior support role where you’ll tackle complex technical issues, act as the senior escalation point within the Technology Support team, and provide technical guidance and mentoring to other analysts.

You’ll work across Microsoft technologies, end-user computing, business applications, collaboration platforms and corporate systems, while building strong relationships with people across the organisation.

Just as importantly, we’re looking for someone who brings extensive experience with ITIL-aligned Incident, Problem and Change Management processes and looks beyond resolving the immediate issue. You’ll help identify recurring problems, improve processes and knowledge, find opportunities to automate, and contribute to the ongoing maturity of our IT service management practices.

What you’ll be doing

In this role, you’ll:

• Provide Level 1 and Level 2 support across end-user technology, Microsoft products, business applications and corporate systems

• Act as a senior escalation point for complex incidents and service requests

• Diagnose and resolve technical issues, collaborating with other IT teams where required

• Support technologies including Microsoft 365, Entra ID/Azure AD, Intune, SharePoint, Teams, endpoint and mobile devices

• Support meeting room, audiovisual, conferencing, telephony and other workplace technologies

• Mentor and coach Technology Support Analysts and share technical knowledge across the team

• Help identify recurring incidents, raise and coordinate problem tickets, and contribute to root cause analysis

• Apply strong ITIL knowledge across Incident, Problem, Change and Knowledge Management

• Develop and maintain high-quality knowledge articles, support documentation and standard operating procedures

• Identify opportunities for automation and improvements to service delivery

• Build strong relationships with stakeholders and communicate technical information in a clear, practical and customer-friendly way.

About you

You’ll bring strong technical capability, but what will really set you apart is how you use it.

You enjoy solving problems, take ownership through to resolution and understand that great technology support is as much about the customer experience as it is about the technology.

You’ll ideally bring:

• At least three years’ experience in an IT support environment, including resolving complex technical issues

• Experience providing technical support in a medium-to-large corporate environment

• Strong knowledge of Microsoft technologies, including Microsoft 365, Entra ID/Azure AD, Intune, SharePoint and Teams

• Experience supporting endpoint devices, mobile technologies and business applications

• Experience with IT Service Management platforms such as Jira Service Management, ManageEngine or ServiceNow

• Strong knowledge of of ITSM and ITIL principles

• Strong troubleshooting, analytical and problem-solving skills

• The ability to mentor and provide technical guidance to other team members

• Excellent communication skills and the ability to make technical information easy to understand

• A genuine commitment to providing an exceptional customer experience.

Microsoft certification is required, with ITIL Foundation and other relevant certifications such as Azure, Endpoint Management or CompTIA highly regarded.

Why join Keystart?

Some benefits of working at Keystart

At Keystart, we are more than a workplace, we are a community with purpose. Every day, our people help make the dream of an affordable home a reality for more Western Australians.

What makes Keystart unique is our culture of trust, inclusion, and genuine care. We believe that when our people thrive, our customers and communities do too.

We offer meaningful work with real impact, flexibility, and opportunities to grow. Our benefits are designed to support balance, connection, and wellbeing, and include:

• Flexible leave options, including wellbeing and volunteering leave

• Flexible work arrangements including WFH to support balance and connection

• A supportive Social Club and community partnerships with local discounts

• Salary sacrifice and corporate private health options

• A modern Subiaco office close to public transport

At Keystart, your voice matters, your contribution counts, and your purpose helps more people call Western Australia home.

Curious? Like to do things a bit different? Us too!

• If this role sounds like you, and you are excited about the prospect of working for an organisation where you can really make an impact, then great! This role is a real opportunity to become part of a team that excels in delivering exceptional customer outcomes, continuously strives for improvement and has fun doing so.

• Here at Keystart we celebrate and support inclusion, diversity, and engagement. We pride ourselves on our diverse workforce, valuing different perspectives and unique ways of thinking that drive our growth, collaboration, innovation and scalability.

• Keystart always welcomes people from all backgrounds and encourage diversity of age, faith, ability, gender, sexuality and culture, including Aboriginal and Torres Strait Islander peoples. We are proud of our culturally safe, diverse and inclusive team.

Personal information that you provide to Keystart in response to this job advertisement may be collected and used by Keystart to assess and respond to your application. For further information, you can access our Privacy Policy on our website at www.keystart.com.au.