As our Service Desk Support Officer, you are the face of IT. You won't just be closing tickets; you'll be crafting a positive Customer Experience (CX) for our internal team. You will provide Level 1 support, ensuring our staff stay productive, connected, and secure. We are looking for someone who is passionate about how technology drives business outcomes and who thrives in a collaborative, fast-paced environment.
Key Responsibilities
* Front-Line Support: Act as the first point of contact for all ICT incidents and service requests via our ticketing system.
* Technical Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues efficiently.
* Security Stewardship: Support and maintain modern security protocols, including Multi-Factor Authentication (MFA) and alignment with ISO27001 standards.
* Documentation: Maintain accurate records of all interactions in the ticketing system and contribute to our internal knowledge base.
* Collaboration: Work closely with the wider IT team to elevate complex issues and contribute to continuous improvement projects.
Skills & Requirements
* The Must-Haves:
o Education: Minimum Diploma of Information Technology.
o Experience: At least 1 year of professional experience in an ICT support role.
o Security Mindset: A solid grasp of modern security landscapes, specifically MFA and the fundamentals of ISO27001.
* The "You" Factors:
o CX & Hospitality Focus: You treat internal support like high-end service, viewing every technical fix through the lens of the user's experience.
o Collaborative Communication: You are a proactive communicator who brainstorms with the IT team, flags roadblocks early, and validates priorities to ensure business‐critical needs come first.
o Team-First Mentality: You're someone who leverages the collective strength of the team - never afraid to ask for help or jump in to help a colleague get a project across the line.
o Smart Escalation: You provide clear, context‐rich handovers and know exactly when to collaborate with Level 2/3 staff to keep the momentum moving.
Benefits
* Competitive salary and benefits package
* Professional growth and development
* A collaborative and inclusive work environment
* The chance to make a meaningful impact and contribute to our success
About us
Master Hire is a family owned, award winning Hire Company based throughout South East Queensland and Northern New South Wales. Since our doors first opened in September 1990, we can attribute our success to our people and culture. Our shared values of honesty, respect, teamwork and commitment to providing exceptional customer service through hiring quality products, is our point of difference within the equipment hire industry.
We are committed to being an employer of choice, creating an environment where every individual can thrive and contribute to our collective success as we continue to grow.
Your application will include the following questions:
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as an Information Communication Technology Customer Support Officer?
* Have you completed a qualification in ICT?
* What's your expected annual base salary?
* Do you have a current Australian driver's licence?
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