As a Service Desk Technician, you will be part of a key frontline ICT team, providing crucial support to ensure the smooth operation of IT systems within a 24/7 operating environment.

Your responsibilities will include managing end-user help requests, resolving incidents, and performing maintenance tasks to keep systems operational.

This permanent role offers the chance to work closely with staff at all levels of the business, building relationships to effectively engage with a variety of Level 1 and Level 2 support duties.

Your role and responsibilities would include:

• Provide Level 1 and 2 support for end-users and ICT infrastructure
• Record, track, and resolve tickets with clear documentation
• Perform hands-on support when remote tools aren’t available
• Assist with software, hardware deployment, and system patching
• Provide user training and develop troubleshooting documentation
• Investigate security incidents and escalate as necessary

Your prior experience would include:

• Experience in an ICT service desk environment, ITIL certification beneficial
• Strong technical skills in Microsoft OS, mobile OS (iOS, Android), and Microsoft 365 (Teams, SharePoint, OneDrive)
• Knowledge of networking, database, and security incidents
• Experienced with creating clear technical documentation and training materials
• Strong customer service skills, able to communicate technical details to non-technical users

Desirable qualifications:

• Relevant tertiary qualification or TAFE certification
• Vendor certifications across networking and Microsoft systems
• ICT Industry certifications (e.g, COMPTIA A+) preferable

If you are passionate about ICT support and looking for a role with opportunity for growth, please apply below.