IT Service Desk Level 1 Frontline

AfterDark Technology Pty.; Brisbane; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Full training

Bonuses

Flexible work arrangements

Wellbeing program

Discounts

Job summary

AfterDark Technology is seeking a motivated IT Service Desk Level 1 Analyst to join our Bowen Hills, QLD office. In this full-time frontline role, you’ll be the friendly first point of contact for our internal and external customers, helping them get back to work quickly.

You’ll log and prioritize tickets, resolve basic IT tasks, and escalate complex issues to Level 2/3 teams as needed. A desire to learn and grow in cybersecurity and networking will be supported with training.

Qualifications

• Previous experience in customer service, a contact centre or another phone-based role
• Some exposure to entering tickets and handling simple IT tasks
• Excellent communication skills and a calm, friendly phone manner
• Genuine enthusiasm for technology and helping people
• A naturally inquisitive mindset: you like asking "why?" and getting to the bottom of a problem
• A strong willingness and desire to learn, take on feedback and grow your skills
• Good organisational skills and the ability to juggle several requests in a fast-paced environment

Responsibilities

• Be the first point of contact for customers by phone, email and our support portal
• Accurately log, prioritise and update tickets in our service desk system
• Resolve everyday requests such as password resets, account unlocks and basic hardware and software issues
• Use our knowledge base and documented processes to troubleshoot and fix issues
• Escalate complex issues to our Level 2/3 teams with clear, well-documented notes
• Assist with on-site installations, equipment setups and new user onboarding
• Learn and get hands-on with entry-level cyber security and networking tasks
• Keep customers informed and make sure every interaction is a positive one
• Build your pathway to Level 2+ by working closely with senior team members and developing your technical skills

Skills

Customer service

IT support

Ticketing

Password resets

Job description

AfterDark Technology is looking for a motivated IT Service Desk Level 1 Analyst to join our growing team in our Bowen Hills, QLD office. In this full-time frontline role, you'll be the friendly first point of contact for our internal and external customers, helping them get back to work quickly. You don't need to know everything on day one. If you bring customer service experience, a love of technology and a desire to learn, we'll provide all the training you need.

What you'll be doing

• Be the first point of contact for customers by phone, email and our support portal
• Accurately log, prioritise and update tickets in our service desk system
• Resolve everyday requests such as password resets, account unlocks and basic hardware and software issues
• Use our knowledge base and documented processes to troubleshoot and fix issues
• Escalate complex issues to our Level 2/3 teams with clear, well-documented notes
• Assist with on-site installations, equipment setups and new user onboarding
• Learn and get hands-on with entry-level cyber security and networking tasks
• Keep customers informed and make sure every interaction is a positive one
• Build your pathway to Level 2+ by working closely with senior team members and developing your technical skills

What we're looking for

• Previous experience in customer service, a contact centre or another phone-based role
• Some exposure to entering tickets and handling simple IT tasks like password resets
• Excellent communication skills and a calm, friendly phone manner
• Genuine enthusiasm for technology and helping people
• A naturally inquisitive mindset: you like asking "why?" and getting to the bottom of a problem
• A strong willingness and desire to learn, take on feedback and grow your skills
• Good organisational skills and the ability to juggle several requests in a fast-paced environment

What we offer

We offer a range of competitive benefits, including:

• Full training (including hands-on experience) and ongoing support to help you grow your IT career
• Generous salary packaging and performance-based bonuses
• Flexible work arrangements and opportunities for remote work
• Comprehensive training and development programs
• Wellbeing initiatives and social activities
• Discounted products and services

About us

AfterDark Technology is a leading provider of innovative IT solutions and services. We pride ourselves on our customer-centric approach and our commitment to delivering exceptional outcomes for our clients. With a team of highly skilled professionals and a strong focus on innovation, we are well-positioned to support the evolving technology needs of businesses across Australia.

Full Time - Level 1 IT Helpdesk Support Technician