ICT Service Desk Officer Job Description
The ideal candidate will have a solid foundation in technical skills and be passionate about delivering exceptional customer service.
Key Responsibilities:
* Respond to client support requests via phone, email, and ticketing system.
* Troubleshoot hardware, software, and network issues in Windows and Microsoft 365 environments.
* Configure, patch, and upgrade EUC devices, servers (physical and virtual), and networks according to 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 documentation in our knowledge base and service records.
* Participate in team meetings, knowledge-sharing, and continuous improvement initiatives.
Required Skills and Qualifications:
* 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).
* Valid Driver's Licence.
* Required: Diploma in Information Technology, industry certification, or equivalent practical experience.
* Preferred: Microsoft, CompTIA, or ITIL certifications. Experience working in an MSP or multi-client environment.
Benefits:
* 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.
Others:
* Full Permanent Rights to work in Australia.
* Current Police Clearance (or ability to obtain).
* Willingness to undergo pre-employment checks as required.
We are looking for a skilled ICT Service Desk Officer to join our team. If you have the necessary skills and qualifications, please apply now.
Apply Now:
Send us your application today!