IT Helpdesk Officer

  • Australia
  • Melbourne
  • Permanent
  • South Eastern suburbs, ASAP start

Opportunity to work for this fast-growing services company as an IT Helpdesk Officer. Your brand-new role will see you supporting any incoming support ticket request across level 1 and level 2 IT queries.

Key activities

  • Provide level 1 and 2 IT helpdesk support and troubleshooting, to ensure effective and timely resolution of technical problems and requests
  • Complete ownership of an IT ticket request: troubleshooting, investigation, resolution, and communication to end user
  • User onboarding and offboarding to organisation’s systems and setup
  • Organise procurement, provisioning, delivery and support of end user devices (laptops, desktops, PDAs)
  • Ensure IT Incidents are registered within the IT help desk ticketing system for action and prioritisation according to SLA
  • Contribute to internal and customer projects, providing estimates, solutions, and deliverables
  • Document solutions to problems resolved and record them in the IT Knowledge base
  • Investigate and analyse business problems and provide root cause solutions and a way forward
  • Triage of issues or incidents raised by business users, and work to resolution (which could be training, enhancement, process, or standard operating procedure change)

Skills, knowledge and experience

  • Experience managing and supporting Microsoft-based end-user environments including Office 365
  • Advanced knowledge of computer hardware, operating systems, and software applications
  • Experience working with Active Directory, SharePoint, Power Automate, Forms
  • Previous experience with Exchange, Citrix, VMWare and SAN technologies
  • Understanding on identity security management across various systems
  • Strong customer service orientation
  • Demonstrated analytical and problem-solving skills
  • Strong attention to detail, ability to listen and understand end user pain points
  • Self-motivated, strong work ethic and professional
  • Strong written and verbal communication skills

Apply now to secure an interview or contact Dylan Tasker on 9236 7753 for a confidential discussion.

Apply now

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