ICT Service Desk Officer

Duratec; Wanneroo; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Discounted retailer perks

Novated lease options

Community service leave

Employee recognition program

Job summary

Duratec is offering an entry-level ICT Service Desk opportunity in Western Australia. You will gain practical experience across user support, Microsoft technologies, device deployment, business applications and networking while working with experienced ICT professionals.

You’ll respond to requests, provide Level 1 support, assist with admin tasks, and progressively take on more complex work as your skills develop.

Qualifications

• Strong problem-solving and customer-focused approach.
• Good communication with stakeholders across the business.
• Familiarity with Windows 10/11 and desktop troubleshooting.
• Some knowledge of Microsoft 365, AD and Teams.
• Basic networking concepts including Wi-Fi, LAN, VPN.
• Experience supporting computers or mobile devices, or related tech.

Responsibilities

• Respond to incoming ICT support requests within agreed service levels.
• Provide Level 1 support and assist with Level 2 issues as knowledge grows.
• Assist with user administration across AD, M365, Teams, Exchange Online and JD Edwards.
• Deploy, configure and troubleshoot Windows desktops, laptops and peripherals.
• Support mobile devices including phones and tablets.
• Install, configure, upgrade and support business applications.
• Troubleshoot Wi-Fi, LAN, VPN and connectivity issues.
• Assist with onboarding, user changes and offboarding.

Skills

Problem solving

Communication

Windows 10/11

Microsoft 365

Active Directory

Networking basics

Troubleshooting hardware

Mobile devices

Record keeping

Job description

• Entry-level opportunity with developmental opportunities
• Build your skills across Microsoft 365, hardware, software and business systems

• Join our National ICT Service Desk
• Entry-level opportunity with developmental opportunities
• Build your skills across Microsoft 365, hardware, software and business systems

An opportunity to build a broad foundation in enterprise ICT while working alongside experienced ICT professionals. Gain practical experience across user support, Microsoft technologies, device deployment, business applications, networking and ICT operations, with opportunities to take on more complex work as your skills develop.

THE ROLE

• Respond to incoming ICT support request within agreed service levels using our service desk system
• Provide Level 1 support and assist with Level 2 issues as your knowledge and experience develops
• Assist with user administration across Active Directory, Microsoft 365, Microsoft Teams, Exchange Online, JD Edwards and other business applications
• Deploy, configure and troubleshoot Windows desktops, laptops, monitors, docks and other ICT equipment
• Support mobile devices including phones and tablets
• Install, configure, upgrade and support business applications
• Troubleshoot common Wi-Fi, LAN, VPN and connectivity issues
• Assist with new starter onboarding, user changes and offboarding
• Assist users with password, access and authentication issues
• Escalate more complex issues to other members of the ICT team while continuing to own and track the request
• Coordinate warranty claims and repairs for faulty equipment
• Assist with ICT purchasing, stock control and asset management
• Maintain accurate service desk tickets, documentation and equipment records
• Contribute to internal ICT documentation and knowledge articles

About You

We're looking for someone with a good technical foundation, a willingness to learn and a customer-focused attitude.

Ideally, You Will Have

• Ability to problem-solve
• Good communication skills to confidently liaise with stakeholders across the business
• Familiarity with Windows 10/11 and general desktop troubleshooting
• Some knowledge of Microsoft 365, Active Directory and Microsoft Teams
• A basic understanding of networking concepts including Wi-Fi, LAN and VPN
• Experience supporting or troubleshooting computers, mobile devices or other technology
• Good organisation and record-keeping skills
• A customer-focused approach and willingness to take ownership of issues
• The ability to work collaboratively as part of a national ICT team

Previous service desk experience is beneficial but not essential. Relevant study, certifications, personal projects, home lab experience or demonstrated enthusiasm for ICT will also be highly regarded.

The Benefits

• Access to everyday discounts from Australia's leading retailers with Flare, including Telstra Mobile discount
• Novated lease options, through Flare and Paywise
• A day paid community service leave, to give back to your community
• Recognition and rewards, for employee referrals, photo of the month and safety innovation and leadership

Optional benefits to help you succeed

• Option to purchase up to two weeks of annual leave
• Superannuation support, through Cbus Super
• Salary sacrifice, to superannuation
• Training and study assistance, for career development and professional qualifications

Looking after your wellbeing

• 24/7 Employee Assistance Program, confidential advice line and information
• First Aid and Mental First Aid Support Officers available
• Paid parental leave
• Dynamic working, where are people are empowered to have more control over their working hours and locations, in line with the needs of the individual, team, project and client

About Us

Duratec is a leading Australian contractor providing design, build, remediation and decommissioning services to a broad range of assets and infrastructure. Our multi-disciplined capabilities and integrated specialist subsidiaries, combine engineering experience with project delivery expertise.

Headquartered in Wangara, Western Australia, Duratec operates across Australia and the Pacific with offices and project sites in every state and territory, delivering services across multiple sectors including Defence, Mining & Industrial, Building & Facade, Energy, Marine, Transport Infrastructure, and Water Infrastructure.

We’re committed to procuring responsibly, looking after our people and building a workplace culture that values diversity and inclusion. We encourage the employment of people with disability, Aboriginal and Torres Strait Islanders, LGBTI and other diversity groups.

Duratec Limited is listed on the Australia Stock Market (ASX:DUR).

Discover more on our website or LinkedIn