IT Helpdesk Technician (L1) – Onsite Sydney

Info-Tech Research Group; Sydney; On-site; AUD 65,000 - 75,000; Full time

Job summary

Infotech is seeking a Service Desk Technician Level 1 for an in-office role in Sydney. You will handle end-user requests via ticketing, phone, chat, and self-service, prioritizing incidents and resolving issues to meet SLA targets.

Responsibilities include hardware/software setup, asset management, documentation, and vendor coordination. Requires 1–3 years in a service desk and a related college diploma in progress. Multilingual support is a plus.

Qualifications

• College/university diploma/degree in progress in Computer Systems (not development/testing).
• 1–3 years of experience in a service desk role.
• Interest in working with technology and independent work.

Responsibilities

• Provide support for incoming requests via Service Desk ticket, telephone, chat and self-service portal
• Prioritize incidents and service requests within target SLA’s
• Record detailed information into Service Desk ticketing system
• Provide hardware and software setup and support for laptops, printers and peripherals
• Maintain technical documentation via solution library for software installation, hardware configuration, and troubleshooting
• Maintain hardware asset management and software licensing
• Engage vendor support contacts to resolve technical problems
• Provide support for meeting room and audio-visual systems on-premises
• Provide users “How to” training on basic to intermediate application functions
• Escalate to Intermediate support as required
• Participate in after hours on call rotation schedule
• Other duties as assigned by the Manager

Skills

Communication skills

Documentation

Incident prioritization

O365 administration

Active Directory

Azure AD

Microsoft Productivity Suite

Windows 10

Mac OS

Mobile device support

InTune

Networking basics

End-user support

Education

College/University diploma/degree in progress (Computer Systems)

Tools

InTune

Job description

Infotech is seeking a Service Desk Technician Level 1 for an in-office role in Sydney. You will handle end-user requests via ticketing, phone, chat, and self-service, prioritizing incidents and resolving issues to meet SLA targets.

Responsibilities include hardware/software setup, asset management, documentation, and vendor coordination. Requires 1–3 years in a service desk and a related college diploma in progress. Multilingual support is a plus.