IT Support Analyst (Level 1) - Fast-Response Helpdesk

SmartRecruiters, Inc.; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Discounts across Bapcor products

Paid birthday leave

Novated leasing and more

Job summary

Bapcor Ltd is seeking a Level 1 Support Analyst to be the first point of contact for IT support across our store network, offices and distribution centres in Melbourne. You will deliver outstanding service and help build a high-performing, customer-centred IT support environment.

This entry-level role is ideal for someone enthusiastic, proactive, and eager to grow in the IT support space. You will work in a Melbourne-based corporate team that values safety and inclusivity.

Qualifications

• Minimum 1 year experience in a customer-focused helpdesk or IT support role.
• Excellent communication skills with a strong customer-first mindset.
• Basic knowledge of Active Directory and exposure to multi-domain environments.
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP).
• Experience supporting retail store systems (POS, RF scanners, EFTPOS).
• Proficiency with remote access tools and troubleshooting MFA/VPN.
• Solid knowledge of Windows 10/11 and Microsoft 365.
• Strong problem-solving skills, a can-do attitude and alignment with Bapcor’s values.

Responsibilities

• Deliver exceptional customer service across all IT support interactions.
• Answer and resolve Level 1 support calls, emails and self-service incidents within KPIs.
• Aim to resolve 80% of all Level 1 tickets within 15 minutes.
• Perform triage on incoming requests and elevate complex issues where necessary.
• Log all incidents and requests accurately in ServiceNow.
• Provide face-to-face support at the Mt Waverley “IT Service Bar” when required.
• Contribute to creating and maintaining Knowledge Base articles.
• Participate in rotating shifts, on-call rosters and public holiday support as needed.

Skills

Customer service

Active Directory basics

Networking basics

Windows 10/11

Microsoft 365

Remote support

Problem solving

MFA VPN

POS systems

Customer-first mindset

Tools

ServiceNow

TeamViewer

RDP

Job description

Bapcor Ltd is seeking a Level 1 Support Analyst to be the first point of contact for IT support across our store network, offices and distribution centres in Melbourne. You will deliver outstanding service and help build a high-performing, customer-centred IT support environment.

This entry-level role is ideal for someone enthusiastic, proactive, and eager to grow in the IT support space. You will work in a Melbourne-based corporate team that values safety and inclusivity.