Hybrid Service Desk Engineer — Level 1 IT Support & Onboarding

Atturra; Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Employee benefits platform

Career growth opportunities

Mentorship and training

Mental health support

Paid parental leave

Employee referral program

Job summary

Atturra is a growing ASX-listed advisory and IT solutions company in Australia seeking a Level 1 Service Desk professional in Melbourne for a permanent hybrid role. You will respond to requests via phone, email, chat and ticketing systems, diagnose and resolve Level 1/2 incidents, and document outcomes in the ticketing system.

You will work with a team and vendors, contribute to the knowledge base, and support onboarding/offboarding while providing on-site assistance as needed.

Qualifications

• Minimum 1 year in an IT role.
• Strong working knowledge of IT technologies.
• Excellent customer service and communication skills.
• Strong attention to detail with a process-driven mindset.
• Ability to prioritise and manage multiple tasks simultaneously.
• Ability to work independently and in a team environment.
• Exposure to Corporate Enterprise customers is desirable but not essential.

Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, chat and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1/Level 2 incidents and requests related to hardware, software, network, and other technical issues.
• Accurately document all user interactions, solutions, and outcomes in the ticketing system.
• Escalate complex issues per escalation protocols.
• Collaborate with team members and vendors to resolve issues swiftly.
• Contribute to the knowledge base with solutions and procedures.
• Assist with onboarding and offboarding, including user account setup and access management.
• Provide on-site support as needed, either ad-hoc or in client engagements.

Skills

IT experience

Customer service

Communication

Attention to detail

Multi-tasking

Teamwork

Enterprise exposure

Education

Certificate IV or Diploma in IT

ITIL 4 Foundation

Job description

Atturra is a growing ASX-listed advisory and IT solutions company in Australia seeking a Level 1 Service Desk professional in Melbourne for a permanent hybrid role. You will respond to requests via phone, email, chat and ticketing systems, diagnose and resolve Level 1/2 incidents, and document outcomes in the ticketing system.

You will work with a team and vendors, contribute to the knowledge base, and support onboarding/offboarding while providing on-site assistance as needed.