Service Desk Engineer - Richmond

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

Select how often (in days) to receive an alert:

• 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.

Working Conditions:

What will make you successful in this role?

Requirements and Skills:

• Minimum 1 year in a 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.

Preferred

• Certificate IV or Diploma in Information Technology (or equivalent experience)
• ITIL 4 Foundation

Why is this an exciting opportunity?

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.

We currently have 1300+ professionals working across Australia, New Zealand, Singapore, Hong Kong, and USA who are using innovation to lead the way.

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as-a-service” providers in the market.

This is your chance to make an impact. Come and join our talented and creative team of change makers to redefine the future through technology.

What our people say:

“We are working towards a very bright future.”

“It's a company with vision and a promising future.”

Why you’ll love working here

Culture of possibility

At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning, and smart work practices.

A strong set of company values

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits

• Employee benefits, recognition, and wellbeing platform
• Career growth via succession planning, internal promotions, and mentorship opportunities
• Ongoing investment in professional development through industry and technology certifications, and study assistance
• Mental health support through our Employee Assistance Program
• Support for family and caring responsibilities, including paid parental leave
• Employee referral program, with monetary incentives offered

Commitment to Diversity, Equity, and Inclusion

At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

Supporting Australia’s veterans

We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans’ Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia’s veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.