IT Service Desk Associate

Precision IT; Newcastle City Council; Hybrid; AUD 55,000 - 72,000; Full time

Benefits offered by this job

Hybrid work arrangement

Comprehensive training and development

Exposure to cloud platforms

Job summary

Precision IT on the Central Coast is seeking a Service Desk Associate to join our growing team. This entry-level role is ideal for someone starting their IT career or with a strong customer service background who wants to move into IT.

You will provide Level 1 support across Office 365, networking and security, logging requests, triaging issues, and collaborating with Level 2 engineers. The role offers training, a clear path into more technical work, and a hybrid work arrangement after probation.

Qualifications

• Experience in IT support or service desk preferred but not essential, with strong customer service background.
• Willingness to learn and grow into more technical IT responsibilities.
• Ability to stay calm under pressure and communicate clearly with clients.

Responsibilities

• Provide Level 1 IT support to clients across a range of products and services.
• Log, triage and resolve support requests with professionalism.
• Collaborate with Level 2 and engineering teams to ensure quality outcomes.

Skills

Customer service

IT support basics

Communication skills

Team player

Learning mindset

Education

CompTIA A+ or Microsoft Fundamentals (or equivalent)

Tools

Office 365

Windows OS

Basic networking concepts

Job description

Precision IT is a nationally based Managed Services Provider (MSP) that provides IT services to a broad range of clients across Australia. We have offices located in Sydney, Gold Coast, Melbourne, and the Central Coast.

The opportunity

We're growing our Central Coast team, and we're looking for a Service Desk Associate to join us.

This role is perfect for someone at the start of their IT career - whether that's someone who's been working in a support or service desk role for a few months to a year and is ready for their next step, or someone with a strong customer service background who has decided IT is where they want to build their future.

Reporting to the Service Desk Manager, you'll provide Level 1 support to our clients across a broad range of products and services, working closely with our more experienced Level 2 and engineering teams. You'll be on the front line of the business, logging, triaging, and resolving support requests, and making sure every client interaction reflects the great service Precision IT is known for.

This is a genuine growth role. We'll invest in your training and development, and there's a clear path from Level 1 into more technical support and engineering responsibilities as your skills and confidence grow.

You'll gain exposure to a variety of platforms, including:

• Office 365
• Networking
• Security & firewalls

About you

• Enthusiastic, self-motivated, and eager to learn.
• Genuinely customer-focused, with a passion for delivering a great experience.
• Strong written and verbal communication skills, with good attention to detail.
• Comfortable working both independently and as part of a team.
• Proactive in seeking out solutions, and happy to ask questions when you need to.
• Able to stay calm and focused when things get busy.
• Keen to build a long-term career in IT and grow your technical knowledge over time.

What you need

• Either some experience in an IT support or service desk role (a few months to a year), or a strong customer service background and a clear intent to move into IT.
• Basic understanding of how computers, networks, and common business software work.
• Comfortable using Windows desktop operating systems and everyday applications.
• Some introductory IT training, study, or certification (e.g. CompTIA A+, Microsoft fundamentals, a relevant TAFE/college course) is highly regarded, but not essential - we care more about your attitude and drive to learn.
• Full working rights in Australia.

Location & flexibility

• Based at our Central Coast office.
• During your training and probation period, you'll work from the Central Coast office, with occasional visits to our North Sydney office for training and team connection.
• Once you're through probation, this role moves to a hybrid work-from-home/work-from-office arrangement.

The benefits

• Hybrid working arrangement once you're through probation.
• Comprehensive training and development, both internally and externally - we want you to grow your career with us.
• Exposure to cloud platforms such as AWS, Azure, and Office 365.
• Work alongside a dynamic, technically minded team who love solving problems and delivering great outcomes for clients.
• Be led by a progressive and technical management team.