Helpdesk Support Officer

National Rugby League; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

NRL is seeking a Helpdesk Support Officer to join our Technology Team. You will be the first point of contact for technology support across the organisation, providing Level 1 and 2 assistance for laptops, desktops, mobile devices, apps and collaboration tools.

You will support onboarding and offboarding, manage devices and assets, assist meeting room tech and video conferencing, and help improve how technology services are delivered to staff, contributing to an excellent employee experience.

Qualifications

• 2–4 years of experience in an IT support, help desk or desktop support role.
• Experience supporting Windows, macOS and mobile devices.
• Knowledge of Microsoft 365, Teams and workplace collaboration technologies.
• Experience working with service desk and ticketing platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Proactive mindset and a genuine desire to help people.
• ITIL, Microsoft or other relevant certifications will be highly regarded.

Responsibilities

• Provide Level 1 and 2 support across laptops, desktops, mobile devices and workplace technology.
• Troubleshoot hardware, software, connectivity and user access issues.
• Support Microsoft 365, Teams and other business applications.
• Coordinate onboarding and offboarding, including device setup, software installation and account provisioning.
• Support meeting room technology, video conferencing systems and workplace collaboration tools.
• Manage device deployment, asset tracking and lifecycle activities.
• Create and maintain knowledge articles, user guides and self-service resources.
• Contribute to service improvements, automation initiatives and technology projects

Job description

Rugby League is Australia's most entertaining and community driven sport. Rugby League broadcasts have grown to be the most watched programs on Australian television. The NRL Telstra Premiership is the closest elite sporting competition in the country and the State of Origin series between New South Wales and Queensland is Australian sport's greatest rivalry.
We're looking for a Helpdesk Support Officer to join our Technology Team and help shape the future of Rugby League. If you're ready to make an impact in a fast-paced, purpose-led organisation, we want to hear from you.

About the role:

As the Helpdesk Support Officer, you'll be the first point of contact for technology support across the NRL, helping our people stay connected, productive and supported. Working closely with staff across the business, you'll provide Level 1 and 2 support across devices, applications, collaboration tools and workplace technology.
You'll play a key role in delivering a great employee experience by resolving issues, supporting onboarding and offboarding, managing devices and identifying opportunities to improve how technology services are delivered.

In the role you will:

• Provide Level 1 and 2 support across laptops, desktops, mobile devices and workplace technology.
• Troubleshoot hardware, software, connectivity and user access issues.
• Support Microsoft 365, Teams and other business applications.
• Coordinate onboarding and offboarding, including device setup, software installation and account provisioning.
• Support meeting room technology, video conferencing systems and workplace collaboration tools.
• Manage device deployment, asset tracking and lifecycle activities.
• Create and maintain knowledge articles, user guides and self-service resources.
• Contribute to service improvements, automation initiatives and technology projects

Ideally you will have:

• 2-4 years' experience in an IT support, help desk or desktop support role.
• Experience supporting Windows, macOS and mobile devices.
• Knowledge of Microsoft 365, Teams and workplace collaboration technologies.
• Experience working with service desk and ticketing platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• The ability to explain technical concepts in a way that makes sense to non-technical users.
• A proactive mindset and a genuine desire to help people.
• ITIL, Microsoft or other relevant certifications will be highly regarded.

Whilst we look for experience, we also look for people who share the same beliefs as our organisation - we are UNITED, POSITIVE, INCLUSIVE & DISCIPLINED. Should you meet most of the criteria and share our beliefs, please apply.

The NRL is a child-safe organisation committed to providing a safe place for all children to learn and have fun. We have strong recruitment procedures to make sure the safest and most suitable people work with us and require all applicants to undergo an extensive screening process prior to appointment, a process that will include, but is not limited to comprehensive reference checks, an identity check, "Working with Children" checks and/or national criminal history checks.