Who are we?
Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history that dates back to 1922. Currently, we are undergoing a significant transformation and growth phase. In recent years, our workforce has doubled, and we now proudly employ over 200 professionals dedicated to helping shape Australia’s future and fulfilling our mission of empowering communities.
Our organisation brings experts together to create national and international standards that serve as essential guidelines for products and services, ultimately benefiting the Australian community. Our vision is to be a global leader in providing trusted solutions that improve life today and tomorrow.
About the role
The Technical Support Analyst provides friendly, practical IT support to SA employees (and approved vendors) via face-to-face, phone and Microsoft Teams. The role is primarily focused on Level 1 support and day-to-day user assistance, with some Level 2 troubleshooting as required.
As the first point of contact for IT requests and incidents, the Technical Support Analyst logs and manages tickets in line with Service Desk processes, provides clear updates, and escalates issues to specialist teams when needed to meet agreed service levels.
This is an internal customer-facing role working only onsite to support staff. The position is offered on a part-time basis, with 2 days per week onsite in the office with an option to work up to 3 days per week onsite.
What you’ll do
- Act as a first point of contact for IT incidents and service requests via phone, email and in-person support.
- Provide Level 1 support and basic Level 2 troubleshooting across end-user devices, standard applications and SaaS platforms.
- Resolve requests where possible at first contact and provide clear updates to users, escalating appropriately to meet agreed service levels.
- Log, categorise and prioritise incidents and service requests, maintaining accurate notes and outcomes through to closure.
- Provide first-line support for meeting room and audio-visual (AV) technology (e.g., Microsoft Teams Rooms, displays, cameras and microphones) and escalate faults when required.
- Escalate unresolved issues to the appropriate IT team or vendor, providing relevant troubleshooting details.
- Assist with basic setup and support of standard hardware and software, following agreed procedures.
- Support common workplace technologies including laptops, mobile devices, printers, Microsoft 365 and collaboration tools.
- Maintain clear ticket notes and simple documentation for common issues and fixes.
- Contribute to the knowledge base by capturing helpful tips, known issues and workarounds.
- Support onboarding and offboarding activities as assigned (e.g., basic account setup requests, access changes and equipment preparation), in line with documented processes.
- Work with other IT teams and vendors to resolve issues, escalating and following up as required.
- Follow Service Desk processes and contribute ideas for small improvements to user support.
You will bring
- Studying an Information Technology course at University or TAFE.
- Experience in an IT Service Desk, any customer support, or technical help role, providing first level support to end users (Desirable but not essential).
- Working knowledge of common end-user technology (Windows laptops/desktops, peripherals, Microsoft 365 and standard business applications).
- Familiarity with logging and managing incidents and service requests, including prioritisation, communication and escalation. (Desirable but not essential).
- Ability to troubleshoot and resolve routine technical issues remotely and in person, with a strong focus on customer service.
- Exposure to user lifecycle activities (e.g., onboarding/offboarding coordination, access requests and equipment provisioning) is desirable.
- Comfortable documenting solutions clearly and contributing to a simple knowledge base.
- Relevant IT certifications (e.g., ITIL Foundation, Microsoft, CompTIA) are welcome but not essential.
Nice to have
Teamwork
Works collaboratively within the Service Desk and broader IT team to achieve shared outcomes and deliver consistent, high‑quality support.
Results Focused
Takes ownership of tasks and tickets, following issues through to resolution with a strong focus on accuracy, quality, and meeting agreed service levels.
Customer Focused
Proactively understands and responds to the needs of internal and external customers.
Delivers reliable, high‑quality support services with a strong emphasis on user experience.
Demonstrates excellent customer service skills, remaining professional and approachable under pressure.
Communication
Communicates technical information clearly, concisely, and accurately, selecting the most effective medium for the audience and situation.
Analytical & Problem Solving
Applies logical thinking and initiative to diagnose and resolve issues efficiently, escalating only when appropriate and with clear supporting information.
Technology & Learning
Demonstrates a strong willingness and ability to learn, adapt, and support new technologies, systems, and software as the environment evolves.
Culture & Benefits
Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.
We offer a range of
People Perks that support flexibility, wellbeing, career growth, and recognition - helping you thrive at work and beyond.
What's next?
If Standards Australia sounds like the place for you, please submit your CV outlining your experience and suitability to this role.
Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.
At Standards Australia, we are proud to be an equal opportunity employer, and we are committed to fostering a working environment that values diversity, inclusion, and belonging. Our mission is to empower our communities, and in doing so, we strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; putting people at the heart of all we do. We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community. Should you need any adjustments to be made to our recruitment process, please contact [email protected] 