IT Helpdesk Specialist - First-Line Support

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

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.