Global Field & Deskside IT Support Specialist

HCLTech; City of Brisbane; On-site; AUD 55,000 - 65,000; Full time

Job summary

HCLTech in Brisbane, Australia, is seeking an IT Helpdesk Support specialist to manage desktops, laptops, tablets, and mobile devices, providing timely end-user assistance and keeping software and hardware up to date.

You will collaborate with Networks, Security, Server, and Voice teams, logging incidents in ServiceNow and communicating clearly in English and Mandarin. The role includes on-shift duties and occasional after-hours support.

Qualifications

• Basic English skills; good command of oral and written English.
• Excellent communication, telephone manner, technical and interpersonal skills.
• Self-initiative, pro-active, hard working, good attitude and team player.
• Ability to work under pressure, overtime and odd hours; on-shift duty required.
• Experience in a high-pressured corporate environment and ITIL awareness.

Responsibilities

• Take responsibility for the smooth running of all employees facing desktops, laptops, tablets, printers, VC rooms and applications.
• Provide support for IT issues as directed by management.
• Proactively monitor and manage assets in stock or in use.
• Provide weekly reports to management for all issues at assigned sites.
• Own incidents and service requests and manage them through to resolution with SLA.
• Manage Incidents, Service requests and Smart Hand tickets through ServiceNow.
• Provide support for other IT teams (Networks, Security, Server, Voice).
• Proactively manage assigned sites and suggest improvements and innovations.
• Provide support for IT projects; out-of-hours work will be required.

Skills

Customer service

English proficiency

Communication skills

Team player

Problem solving

On-shift availability

Tools

ServiceNow

Citrix

Cisco VPN

Microsoft 365

Windows 11 / Ubuntu

Job description

HCLTech in Brisbane, Australia, is seeking an IT Helpdesk Support specialist to manage desktops, laptops, tablets, and mobile devices, providing timely end-user assistance and keeping software and hardware up to date.

You will collaborate with Networks, Security, Server, and Voice teams, logging incidents in ServiceNow and communicating clearly in English and Mandarin. The role includes on-shift duties and occasional after-hours support.