Help Desk Support

We are seeking a skilled and dedicated Help Desk Support professional for an office-based role with rotating on-call shifts. This role involves regular hours from 8 am to 6 pm, Monday through Friday, and some weekend coverage (9 am-12 pm as needed). As the first point of contact on our Service Desk, you’ll be essential in handling customer support calls and tickets, resolving issues directly or routing them appropriately.

Daily Responsibilities:

• Respond to Service Desk requests with professionalism and confidence.

• Document all actions taken, including time tracking, and complete tasks within SLA deadlines.

• Escalate issues and collaborate with other teams or third parties to ensure prompt resolution.

• Manage service requests escalated to external vendors.

• Communicate positively with customers to meet their expectations and timelines.

• Adhere to technical procedures and processes.

• Assist with administrative tasks as needed.

• Rotate through scheduled shifts (8 am-6 pm).

Required Experience:

• Experience in customer-facing roles, effectively understanding and addressing customer needs.

• Proficiency in Microsoft/Windows desktop environments, Windows Operating Systems, Windows Server, Exchange, and Active Directory.

• Experience with standard applications such as anti-virus software, Adobe, and Malware.

• Familiarity with Microsoft products, including Microsoft 365 and Exchange.

• Basic networking knowledge, including TCP/IP, DNS, DHCP, Remote Desktop, and VPN.

• Understanding of ADSL, DSL, SHDSL, NBN, fibre, and wireless technologies.

• Proficiency with Service Desk ticketing systems.

• Qualifications: IT or Computer Science background (University or TAFE); ITIL certification required. Microsoft and Cisco CCNA/CCNP certifications preferred.

Key Competencies:

• Autonomous & Proactive: Works independently, identifying and addressing issues efficiently.

• Communication & Listening Skills: Strong written and verbal communication, excellent phone etiquette, and the ability to comprehend and respond effectively.

• Organisational Skills: Skilled in prioritising, planning, and managing multiple tasks; adept at quick decision-making and problem-solving.

• Attention to Detail: Consistently thorough, asking questions and double-checking work; logs all actions taken.

• Resilience & Flexibility: Adapts to changing situations and perseveres despite challenges.

• Integrity: Upholds organizational standards, values ethics, and meets commitments.

We look forward to welcoming a new member to our team who is motivated, skilled, and ready to make a positive impact. Apply today to join us!