IT Helpdesk Officer

Prestige Consulting Services Pty Ltd; Sydney; Hybrid; AUD 65,000 - 80,000; Full time

Job summary

Prestige Consulting Services Pty Ltd is seeking a capable IT support professional to handle first-line issues in a dynamic environment in Sydney. You will respond to tickets via phone, email or chat, diagnose common hardware and software problems, and guide users through fixes with clear, jargon-free instructions.

You will also escalate more complex faults to specialized teams while keeping thorough records to ensure traceable histories and timely resolutions.

Qualifications

• Prior experience in a helpdesk, service desk or customer support role.
• Familiarity with Windows, macOS and common productivity software.
• Certificate or diploma in IT support (desirable, not required).

Responsibilities

• Respond to inbound tickets, calls and chat requests within agreed service levels.
• Diagnose and resolve first-line hardware, software and account issues.
• Escalate complex faults to the IT Analyst or Cybersecurity team with clear context.
• Keep ticket records current so every issue has a traceable history.
• Guide non-technical users through fixes without the jargon.

Skills

Helpdesk experience

Customer support

Troubleshooting

Education

Certificate or diploma in IT support

Tools

Windows

macOS

Job description

The first voice a client hears when something breaks. Fast, calm, accurate triage that keeps small issues from becoming outages.

Responsibilities

• Respond to inbound tickets, calls and chat requests within agreed service levels
• Diagnose and resolve first-line hardware, software and account issues
• Escalate complex faults to the IT Analyst or Cybersecurity team with clear context
• Keep ticket records current so every issue has a traceable history
• Guide non-technical users through fixes without the jargon

What we're looking for

• Prior experience in a helpdesk, service desk or customer support role
• Familiarity with Windows, macOS and common productivity software
• Certificate or diploma in IT support (desirable, not required)