We have a full-time opportunity for an energetic experienced Service Desk Officer to join us in an IT Support role, based at our head office in Darra.
You will be part of the IT Operations team that is the first point of contact and "face" (or voice) for IT in our business.
We are looking for a team player who is customer service focused, possesses an excellent phone manner, displays attention to detail, a keen sense of initiative and a pro-active, assertive attitude.
Your time will be spent helping employees with IT requests via phone, email and in-person as well as administrative tasks.
This role is responsible for the creation, assigning and resolution of incidents and service request in accordance with work instructions, service levels and priorities.
Your skills will centre around Microsoft 365, account management, mobile and desktop support.
Your customer service skill set and ability to communicate well, build relationships and diagnose issues quickly is key to success in this role.
For this position, you will need to be available to work a rotating roster Monday – Friday between the hours of 6.30am - 5pm Your Opportunity In this role you will: Log, analyse and resolve incoming user incidents and requests in line with quality standards Monitor queues to ensure tickets adhere to Service Level Agreements (SLA) and escalate complex issues when required Assist with user onboarding/offboarding processes including IT equipment set up/removal Support hardware, systems, software and network services.
Including troubleshooting issues, installations, configurations and connectivity.
Manage IT assets from procurement, set up, billing, through to disposals Educate end users around computer / systems best practices Create and maintain knowledge base articles Delight customers through regular communication, be the bridge between iServices and the business to help build mutually beneficial solutions Participate in an active after hours On-Call roster What You'll Bring Previous experience (12+months) in an IT Service Desk role Strong Windows 10 knowledge, experience upgrading to Windows 11 (desirable) Experience using Microsoft Admin Centres including Exchange, Intune, Entra, Defender, SharePoint, Teams and Azure AD Comprehensive understanding of Microsoft 365 applications Understanding of Active Directory for the purpose of end user account and mailbox administration and security group assignment.
Hands-on experience supporting hardware, software and network services, including troubleshooting, installations, configurations and connectivity.
Familiar with iOS, basic networking, network printing, remote support tools, AWS, Azure and virtual desktop environments Demonstrated experience supporting monitors, peripherals, printers, network devices, mobiles and tablets Knowledge of cyber security best practices Understanding of ITIL frameworks (incident, request, problem and change mgt) Previous experience (12 months plus) in an IT Service Desk role Excellent verbal, written