Service Desk Analyst

Classification: APS3 Equivalent
Security Clearance: Must have NV1 (Negative Vetting Level 1)

Service Desk Analysts support end users of IT systems and services. They are often the first point of contact and assist users and other support staff in resolving issues reported by users. They routinely provision new IT services and equipment to users and manage faulty and obsolete end-user equipment.

Key duties and responsibilities

The AFP has a requirement for an experienced End User Computing Engineer (Engineer) with strong expertise in Microsoft Entra ID, Microsoft Intune, Mobile Device Management (MDM), Android mobile devices and endpoint security.

The Engineer will play a key role in delivering a secure and modern endpoint management platform. The services, delivered in collaboration with and under the supervision of AFP personnel, will consist of:

1. Designing, configuring, and managing a fleet of Android-based mobile devices using Microsoft Intune MDM capabilities.
   
2. administering and supporting Microsoft Entra ID, including identity governance, conditional access, authentication policies, group management, device registration, and integration with endpoint management services.
   
3. Managing Azure services underpinning Microsoft Intune, Microsoft Entra ID, associated services, and secure connectivity components, including proxy services and managed endpoint internet access solutions.
   
4. Configuring and managing application protection policies, device compliance policies, device configuration profiles, security baselines, and endpoint security controls within Intune.
   
5. Troubleshooting complex technical issues relating to Microsoft Intune, Microsoft Entra ID, endpoint security and mobile devices.
   
6. Recording and maintaining documentation, configuration records, and operational procedures in accordance with AFP policies and governance requirements.
   

Requirements

The Engineer MUST have:

1. Demonstrated knowledge and experience in:
   

1. Microsoft Intune administration, including device enrolment, device compliance, application deployment, MDM, endpoint security, and policy management.
   
2. Microsoft Entra ID administration, including conditional access, identity protection, authentication methods, device identity, RBAC, and application integration.
   
3. Management and support of Android mobile devices.
   
4. Windows and Linux operating systems.
   

1. Relevant tertiary qualifications or industry certifications
   
2. Minimum five (5) years' experience in a similar role, with significant hands-on responsibility for Microsoft Intune and Microsoft Entra environments.
   
3. High-level communication skills, both written and verbal.
   
4. Proven ability to work collaboratively within multidisciplinary teams and complex stakeholder environments.
   
5. AFP NV1 security clearance, or the ability to obtain one.
   

LH-07980