Systems Analyst / IT Helpdesk in Sydney

Mason Stevens is a leading provider of integrated wealth platform technology, focusing on investor portfolio outcomes. Established in 2010, Mason Stevens is privately owned with over $10 billion of funds under administration and management.

About the Role

In the Systems Analyst / IT Helpdesk role, you will play a key part in delivering and maintaining the core IT services that underpin our operations. This role ensures the stability, reliability, and performance of the systems our teams rely on every day.

Key Responsibilities:

• Provide first-line technical support to Mason Stevens employees, receiving, prioritising and resolving service desk requests in accordance with SLAs while maintaining a high level of customer service.
• Troubleshoot and resolve hardware, software, application, network, user access, meeting room and audio-visual (AV) issues.
• Support and administer Microsoft 365 and other enterprise platforms, including user account management, system configuration, licensing, onboarding, offboarding and access management.
• Provision, configure and maintain desktops, laptops, mobile devices, peripherals and other end-user technology.
• Escalate incidents and service requests to internal technology teams, managed service providers or third-party vendors as required.
• Maintain accurate records of incidents, requests, resolutions, technology assets, hardware inventories and software licensing.
• Assist users with business applications, provide guidance on technology best practices, and create and maintain user documentation and knowledge base articles.
• Participate in system upgrades, software deployments and technology projects, while identifying opportunities for process improvement and automation.
• Follow security policies and procedures, identifying and escalating potential security risks or incidents.
• Contribute to a collaborative team environment focused on delivering exceptional technology services to the business.

Required Skills/Experience/Knowledge:

• 1-3 years' experience in an IT Helpdesk, Service Desk or Technical Support role.
• Microsoft, ITIL or other relevant technical certifications are advantageous.
• Experience as a Desktop Support engineer with high standards and a passion for technology excellence.
• Experience with Windows 7/10 & Server, Office 365 administration, Active Directory, and common networking protocols.
• Experience with SharePoint, PowerBI and SQL.
• Exposure and knowledge of Azure (AD, VM, monitoring).
• Knowledge of desktop, laptop, printer and mobile device support.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP and VPN connectivity.
• Experience using service management and ticketing systems such as Zendesk, Jira Service Management or similar platforms.
• Familiarity with endpoint security tools, antivirus software and device management solutions.
• Basic understanding of cloud-based technologies and SaaS applications.

Highly Regarded Skills/Experience/Knowledge:

• Experience supporting users in a corporate or professional services environment is desirable.
• Exposure to IRESS, Bloomberg and financial markets, Salesforce, PowerBI, JIRA Cloud.
• Knowledge in PowerShell, Python, BASH, System Centre, Intune, or other deployment software.

Required General Skills / Attributes:

• Excellent customer service, communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving, troubleshooting and organisational skills, with the ability to manage competing priorities and deliver high-quality outcomes.
• Experience diagnosing and resolving a broad range of end-user technology issues and working within IT service management and incident management frameworks.
• Knowledge of technology asset management, information security and data protection practices.
• Ability to work independently and collaboratively, with a commitment to continuous learning and professional development.
• Experience working with third-party vendors and managed service providers.
• Exposure to financial services, wealth management or other regulated environments is desirable.

Qualifications:

• Certificate IV, Diploma or Bachelor's degree in Information Technology, Computer Science or a related field, or equivalent industry experience.

Life at Mason Stevens:

At Mason Stevens, relationships matter to us, and by fostering a culture of humility and collaboration, we achieve remarkable outcomes while supporting each individual to realise their potential. We are committed to building and maintaining a diverse and talented team, backed by the belief that it is only by working together, that we will achieve our purpose; helping our Clients to realise better tomorrows.

We believe in keeping our 'minds wide open' and empowering people with the resources and trust needed to make a meaningful difference. We know an idea can only change lives if it happens, and value the kind of people who believe in being the change they seek and see opportunity in challenge. Above all, we know you will be a great fit for us if you value people, show kindness and play fair.

Kindly note that Australian full work rights are required for this application.