Senior IT Desktop Support & Operations Lead

HCL Australia Services PTY. Limited; Australia; Hybrid; AUD 70,000 - 95,000; Full time

Job summary

HCL Australia Services PTY. Limited is seeking a Sr Administrator (Support & Operations) to provide day-to-day desktop and remote support, handle inbound calls, troubleshoot, and document resolutions in the ticketing system.

The role emphasizes fault diagnosis, Break/Fix, and ensuring consistent operations across shifts within the IT Support Center, supporting core operating systems and approved applications.

Qualifications

• Resolve IT-related issues of end users (laptop/desktop/printer)
• Assist with IT assets and software/hardware troubleshooting
• Work within ITSM processes and ticket workflows
• Provide clear, documented steps for issue resolution

Responsibilities

• Provide day-to-day desktop and remote support to end users
• Answer inbound calls, respond to questions, and troubleshoot issues
• Document steps taken to resolve challenges in the ticketing system
• Facilitate customer resolution with supervisors/managers to maintain operational consistency across shifts
• Perform break/fix diagnostics and resolve faults across core OS and application suites

Skills

Desktop support

ITSM

Troubleshooting

Phone support

Tools

Ticketing system

Job description

HCL Australia Services PTY. Limited is seeking a Sr Administrator (Support & Operations) to provide day-to-day desktop and remote support, handle inbound calls, troubleshoot, and document resolutions in the ticketing system.

The role emphasizes fault diagnosis, Break/Fix, and ensuring consistent operations across shifts within the IT Support Center, supporting core operating systems and approved applications.