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

Info-Tech Research Group; Sydney; Vor Ort; AUD 65.000 - 75.000; Vollzeit

Zusammenfassung

Infotech is seeking a Service Desk Technician Level 1 for an in-office role in Sydney. You will handle end-user requests via ticketing, phone, chat, and self-service, prioritizing incidents and resolving issues to meet SLA targets.

Responsibilities include hardware/software setup, asset management, documentation, and vendor coordination. Requires 1–3 years in a service desk and a related college diploma in progress. Multilingual support is a plus.

Qualifikationen

• College/university diploma/degree in progress in Computer Systems (not development/testing).
• 1–3 years of experience in a service desk role.
• Interest in working with technology and independent work.

Aufgaben

• 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 hardware and software setup and support for laptops, printers and peripherals
• Maintain technical documentation via solution library for software installation, hardware configuration, and troubleshooting
• Maintain hardware asset management and software licensing
• Engage vendor support contacts to resolve technical problems
• 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
• Other duties as assigned by the Manager

Kenntnisse

Communication skills

Documentation

Incident prioritization

O365 administration

Active Directory

Azure AD

Microsoft Productivity Suite

Windows 10

Mac OS

Mobile device support

InTune

Networking basics

End-user support

Ausbildung

College/University diploma/degree in progress (Computer Systems)

Tools

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.