Service Desk Technician (L1) - In-office, Sydney (Australia)

Infotech; Sydney; Vor Ort; AUD 55.000 - 70.000; Vollzeit

Zusammenfassung

Infotech in Sydney is hiring a Service Desk Technician (L1) for in-office work. The role focuses on ensuring smooth computer operations, handling end-user requests, and escalating as needed to meet SLA expectations.

Ideal candidates have 1–3 years in a service desk, strong communication and documentation skills, and familiarity with O365, AD/Azure AD, Windows 10 and Mac OS. This is a full-time, on-site position in Sydney.

Qualifikationen

• Diploma or degree in a related field and comfort with technology.
• 1-3 years in a service desk or IT support role with end-user focus.
• Strong written and verbal communication and documentation habits.
• Ability to prioritize incidents to meet SLA targets and timelines.

Aufgaben

• Provide support for requests via Service Desk channels: ticketing, phone, chat, and self-service.
• Prioritize incidents and service requests to meet target SLAs.
• Record detailed information into the ticketing system for traceability.
• Support laptops, printers, and peripheral devices; assist with setup.
• Maintain hardware/software documentation and asset/license records.
• Escalate complex issues to higher-level support as needed.
• Assist with meeting rooms and AV systems on premises.
• Provide users with basic to intermediate application guidance and training.

Kenntnisse

Communication skills

Documentation skills

Incident prioritization

Team collaboration

Technical troubleshooting

Ausbildung

College/University diploma in related field

Tools

O365 administration

Active Directory

Azure AD

Windows 10

Mac OS

InTune

Jobbeschreibung

Service Desk Technician (L1) - In-office, Sydney (Australia)

Job Category: Information Technology

Requisition Number: SERVI005060

• Posted : October 28, 2026
• Full-Time
• On-site

Locations

Showing 1 location

Sydney
Sydney, NSW, AUS

Description

Infotech delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

• We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.
• We are in the Top 3 on LinkedIn's Top Companies List in Canada.
• Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.
• We provide financial support for professional development and training.

The Role

The Service Desk Technician Level 1’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Major Responsibilities

• Provide support for incoming requests via Service Desk ticket, telephone, chat and self-service portal
• Prioritize incidents and service requests within target SLA’s
• Record detailed information into Service Desk ticketing system
• Provide support for laptops, printers and peripheral devices including providing hardware and software setup, support
• Maintain technical documentation via solution library with respects to installation of software, configuration of hardware and troubleshooting
• Maintain hardware asset management and software licensing
• Engage vendor support contacts to resolve technical problems with desktop computing equipment and software
• Provide support for meeting room and audio-visual systems on-premises
• Provide users “How to” training on basic to intermediate application functions
• Escalate to Intermediate support as required
• Participate in after hours on call rotation schedule (evenings, weekends and holidays)
• Other duties as assigned by the Manager

Education and Experience

• College/University diploma/degree in progress in related field (Computer Systems not development/testing)
• 1-3 years of experience in a service desk role
• Interest in working with technology (independent work)

Skills

• Strong written and verbal communication skills
• Strong documentation skills with desire to understand and follow process
• Ability to recognize and prioritize critical incidents in a fast-paced environment
• Working knowledge of O365 administration, Active Directory, Azure AD
• Application support experience with Microsoft Productivity Suite
• Excellent problem-solving skills
• Experience with Windows 10 and Mac OS
• Mobile device support – Android and iOS
• Experience with InTune would be considered an asset
• General understanding of network devices; routers, switches, and access points

Language Skills:Bilingual proficiency in French, Spanish or German is strongly preferred to support our diverse client base across North America and globally.

Infotech is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, Infotech will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.