Hybrid IT Help Desk Specialist (Windows & Mac Support)

Junee Southern Cross; Parramatta; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Parental leave (18 weeks)

Stan subscription

Digital newspaper subscription

Job summary

Nine is Australia’s largest locally owned media company, seeking an IT Helpdesk professional. You will act as the first point of contact for IT issues, recording, resolving, and escalating to meet SLAs while maintaining the SOE.

You’ll also help document procedures and build strong relationships with staff and stakeholders in a collaborative team. Flexible/hybrid work options are available, and the role emphasizes clear communication, positive attitude, and ongoing learning about the IT

Qualifications

• Outstanding in person and telephone communication skills.
• Exceptional customer service.
• Experience supporting Windows and Mac OSX environments.
• Support mobile devices iOS and Android.
• Knowledge of Google Productivity suite & Microsoft Office 365.
• Experience with Service Now ITSM tool & Active Directory User Management (Desirable).

Responsibilities

• You’ll be the first point of contact for IT issues, responsible for receiving, recording, and resolving problems to keep staff productive and ensure SLAs are met.
• A key part of the role involves monitoring and escalating support calls, helping to maintain the SOE, and contributing to the development of technical documentation and procedures.
• You’ll be expected to build and maintain positive relationships with colleagues and other stakeholders, providing clear and consistent communication about the status of their issues.
• Success in this role requires a collaborative mindset. You’ll need to participate in a team environment, share knowledge, and support your colleagues to collectively resolve problems.
• You should consistently demonstrate a positive and professional attitude, communicate clearly, and continuously improve your understanding of the IT environment to effectively share knowledge with the team and customers.

Skills

Phone & in-person comms

Customer service

Windows/macOS support

Mobile device support

Google Workspace & Office 365

ServiceNow ITSM & AD (Desirable)

Tools

ServiceNow ITSM

Active Directory

Job description

Nine is Australia’s largest locally owned media company, seeking an IT Helpdesk professional. You will act as the first point of contact for IT issues, recording, resolving, and escalating to meet SLAs while maintaining the SOE.

You’ll also help document procedures and build strong relationships with staff and stakeholders in a collaborative team. Flexible/hybrid work options are available, and the role emphasizes clear communication, positive attitude, and ongoing learning about the IT