Help Desk Officer

Acquire; Perth; Hybrid; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Flexible hybrid work model

Employee Assistance Program (EAP)

Dedicated training levy and training‑d

Specialised leave for community/volute

Commuter benefits

Social Club events

Job summary

Acquire is seeking a Help Desk Officer based in Perth, WA, reporting to the Infrastructure Manager. You will be the first point of contact for IT support across Acquire's global offices, ensuring staff remain productive and secure as the Infra team supports our SaaS platforms.

You will handle incidents, log requests, and resolve issues for local and remote staff, provisioning accounts and devices with Intune, and contributing to ISO 27001 controls and knowledge base material.

Qualifications

• Certificate IV, Diploma or Degree in Information Technology or a related field (recent graduates are encouraged to apply)
• Working knowledge of Windows 11 and/or macOS, laptop and mobile device hardware, and standard business applications
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) and basic security practices
• A customer service mindset and proven ability to build effective working relationships at all levels
• Exposure to Microsoft 365, Microsoft Entra ID or Microsoft Intune is desirable
• ITIL Foundation, CompTIA A+ or Microsoft MS-900 certifications are desirable

Responsibilities

• Act as the first point of contact for IT support requests via the service desk, email, chat, phone and face-to-face
• Log, prioritise and track incidents and service requests in the ticketing system through to resolution
• Diagnose, resolve and elevate hardware, software, network connectivity and peripheral issues for local and remote staff
• Provision and deprovision user accounts, licences, mailboxes and application access in line with onboarding and offboarding procedures
• Build, configure and deploy laptops and mobile devices using Microsoft Intune, and maintain the IT asset register
• Monitor endpoint patching and device compliance, and remediate non-compliant devices
• Perform and evidence operational controls under Acquire's ISO 27001 Information Security Management System
• Identify and elevate security incidents and suspicious emails in line with the incident response procedure
• Create and maintain knowledge base articles, procedures and user guides
• Assist the Infrastructure team with routine operational tasks and IT projects
• Participate in the after-hours support arrangement to assist staff in other time zones as required

Skills

Windows 11 / macOS

Networking fundamentals

Customer service mindset

Problem solving

Communication skills

IT security basics

Education

IT Certificate / Diploma / Degree

Recent graduates welcome

Tools

Microsoft Intune

Microsoft 365

Entra ID / Azure AD

Job description

You will report to the Infrastructure Manager, and be based at our Perth office in Western Australia. As a Help Desk Officer, you will be the first point of contact for IT support across Acquire's global offices, keeping our people productive and secure so the Infrastructure team can focus on the platforms behind our SaaS products.

Job Requirements

• Certificate IV, Diploma or Degree in Information Technology or a related field (recent graduates are encouraged to apply)
• Working knowledge of Windows 11 and/or macOS, laptop and mobile device hardware, and standard business applications
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) and basic security practices
• Well-developed written and oral communication skills, with the ability to explain technical concepts to non-technical staff
• A customer service mindset and proven ability to build effective working relationships at all levels
• Strong problem-solving skills and a genuine enthusiasm for learning new technologies
• Experience in a help desk, service desk or desktop support role is desirable but not essential
• Exposure to Microsoft 365, Microsoft Entra ID or Microsoft Intune is desirable
• Exposure to ITIL, ISO 27001 or a ticketing system is desirable
• ITIL Foundation, CompTIA A+ or Microsoft MS-900 certifications are desirable

Key Responsibilities & Tasks

• Act as the first point of contact for all IT support requests via the service desk, email, chat, phone and face-to-face
• Log, prioritise and track incidents and service requests in the ticketing system through to resolution
• Diagnose, resolve and elevate hardware, software, network connectivity and peripheral issues for local and remote staff
• Provision and deprovision user accounts, licences, mailboxes and application access in line with onboarding and offboarding procedures
• Build, configure and deploy laptops and mobile devices using Microsoft Intune, and maintain the IT asset register
• Monitor endpoint patching and device compliance, and remediate non-compliant devices
• Perform and evidence operational controls under Acquire's ISO 27001 Information Security Management System
• Identify and elevate security incidents and suspicious emails in line with the incident response procedure
• Create and maintain knowledge base articles, procedures and user guides
• Assist the Infrastructure team with routine operational tasks and IT projects
• Participate in the after-hours support arrangement to assist staff in other time zones as required

Benefits we offer

• Flexible hybrid work model (3 days in office / 2 days remote)
• Employee Assistance Program (EAP)
• Dedicated training levy and training leave to support ongoing professional development
• Specialised leave for community engagement and volunteer work
• Commuter benefits designed to incentivise sustainable and green transport options
• Participation in Acquire's Social Club events and functions
• Opportunities to grow with our ever-expanding global footprint across APAC, EMEA, and NAM

About Us

Acquire provides strategic software solutions so when the right information is available to the right people, they can make business decisions with confidence.

We work with the world’s leading organisations to tackle increasingly complex data challenges impacting Environmental, Social and Governance (ESG), as it relates to the earth’s resources, the natural environment, and their communities.

Founded in 1996, Acquire originated in Perth, Western Australia, and since 2018 has been a part of Constellation Software, Inc via its operating group, Vela Software. Acquire currently has six offices around the globe, with customer support centres operating in each major time zone.