Duration - Starting ASAP - Till Dec 2026 with potential extension
About the Company
We are seeking a customer‐focused Service Desk Technician to provide high‐quality Level 1–2 IT support in a fast‐paced environment. This role is ideal for someone with strong technical fundamentals, excellent communication skills, and a passion for delivering outstanding support experiences.
Due to the Nature of the role we need the consultant to be an Australian Citizen with Baseline security clearance from AGSVA
About the Role
This role involves providing high-quality Level 1–2 IT support to end users and escalating issues to relevant teams when required.
Responsibilities
* Provide Level 1–2 IT support to end users and escalating issues to relevant teams when required
* Act as the first point of contact for all Incidents and Service Requests via Live Chat and phone support
* Troubleshoot issues across software, hardware, systems, applications, and networking
* Deliver remote support in a hosted environment supporting a broad range of business applications
* Support a wide range of technologies, including:
* Windows OS
* Office 365
* macOS
* Routers and Wi‐Fi
* Ensure all requests are handled in line with defined SLAs, maintaining a strong customer‐service focus
* Accurately log, monitor, and track incidents and requests using the ITSM tool ServiceNow
* Assist in identifying problem trends through incident analysis
* Contribute to the development and ongoing maintenance of the Knowledge Base
Qualifications
* Excellent verbal and written communication skills
* Sound problem‐solving and root cause analysis capabilities
* Ability to work effectively both independently and as part of a team
* Proven ability to meet targets and manage assigned workloads
* Previous experience using ServiceNow or a similar ITSM / ticketing system
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