Connectiv | Perth, WA
Empowering people through technology.
Connectiv is a leading Managed ICT and Network Services Provider, and Telstra's No. 1 Platinum Partner in WA.
We help organisations thrive through reliable, scalable technology - partnering with clients to understand their environments and deliver trusted, proactive IT solutions that enable their people to work smarter.
Job Summary
We're looking for an enthusiastic Level 1 ICT Service Desk Officer to join our Managed ICT team. You'll be the first point of contact for client and internal IT support needs - resolving issues, coordinating escalations, and keeping customer environments running smoothly.
This role is ideal for someone with solid technical foundations, a passion for structured problem-solving, and a genuine commitment to customer service excellence.
You'll work within an experienced team, following ITIL-aligned processes and MSP best practices, with mentorship and opportunities to develop your skills across a wide range of technologies.
About the Role
* Act as the first point of contact for client support requests via phone, email, and ticketing system.
* Troubleshoot hardware, software, and network issues in Windows and Microsoft 365 environments.
* Perform device setup, configuration, patching, and upgrades of EUC devices, servers (physical and virtual) and networks in line with Connectiv's and customer standards.
* Monitor and maintain client systems including backups, AV/EDR, spam filtering, and endpoint protection.
* Follow defined triage, escalation, and communication processes to ensure smooth handover of complex issues.
* Maintain accurate, high-quality documentation in our knowledge base and service records.
* Participate in team meetings, knowledge-sharing, and continuous improvement initiatives.
* Assist with project-related work and user onboarding/offboarding activities as required.
Skills & Experience
* Minimum 2-3 years of technical, customer-facing ICT Service Desk experience in an ITIL-aligned environment.
* Demonstrated customer service experience, ideally in a technical support role.
* Strong troubleshooting and problem-solving skills across Microsoft Windows and M365 environments.
* Understanding of TCP/IP networking fundamentals.
* Experience using professional ticketing tools (TopDesk, ConnectWise, ServiceNow, or similar).
* Excellent communication skills — clear, calm, and empathetic under pressure.
* Organised and detail-oriented, with the ability to prioritise effectively.
* Familiarity with ITIL frameworks and structured MSP workflows (desirable).
Qualifications
Required:
* Diploma in Information Technology, industry certification or equivalent practical experience.
* Valid Driver's Licence.
Preferred:
* Microsoft, CompTIA, or ITIL certifications.
* Experience working in an MSP or multi-client environment.
Why Join Connectiv
* Collaborative, growth-focused team culture with opportunities to progress.
* Exposure to diverse client environments and technologies.
* Training and certification support to build your career pathway.
* Work-life balance with structured hours and flexible arrangements where possible.
* Modern office environment with regular team events and recognition initiatives.
Other Requirements
* Right to work in Australia.
* Current Police Clearance (or ability to obtain).
* Willingness to undergo pre-employment checks as required.
Join a team where your curiosity, professionalism, and initiative make a difference every day.
Apply now to start your journey with Connectiv as a valued member of our Service Desk.