Service Desk Engineer: Fast-Paced IT Support

Atturra; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Employee benefits

Wellbeing platform

Career growth

Mentorship opportunities

Parental leave

Employee referral program

Job summary

Atturra is seeking an on-site IT Helpdesk professional to respond promptly to service desk requests, diagnose and resolve Level 1/2 incidents, and document outcomes in the ticketing system. You will collaborate with teammates and vendors to resolve issues and contribute to the knowledge base.

The role emphasizes strong customer service, solid IT knowledge, and the ability to manage multiple tasks, both independently and in a team. On-site support may be required across client engagements.

Qualifications

• Minimum 1 year in an IT role.
• A strong working knowledge of IT technologies.
• Excellent customer service and communication skills.
• Strong attention to detail, with a process driven mindset.
• Ability to prioritise and manage multiple tasks simultaneously.
• Ability to work independently and in a team environment.
• Exposure to working with Corporate Enterprise customers highly desirable but not essential.

Responsibilities

• Respond promptly and professionally to service desk requests via phone, email, chat and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1/Level 2 incidents and requests related to hardware, software, network, and other technical issues.
• Accurately document all user interactions, solutions, and outcomes within the ticketing system.
• Escalate complex issues in accordance with established escalation protocols.
• Collaborate with team members and support vendors to resolve issues swiftly and effectively.
• Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
• Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
• Provide on-site support as needed, either on an ad-hoc basis or as part of regular client engagements.

Skills

IT knowledge

Customer service

Communication skills

Attention to detail

Prioritisation

Independent & team work

Enterprise experience (desirable)

Education

Certificate IV / Diploma in IT

Job description

Atturra is seeking an on-site IT Helpdesk professional to respond promptly to service desk requests, diagnose and resolve Level 1/2 incidents, and document outcomes in the ticketing system. You will collaborate with teammates and vendors to resolve issues and contribute to the knowledge base.

The role emphasizes strong customer service, solid IT knowledge, and the ability to manage multiple tasks, both independently and in a team. On-site support may be required across client engagements.