Job description
Job Overview:
We are seeking a proactive and customer-focused Level 1 Service Desk Analyst to join our IT support team. This role is ideal for someone who enjoys troubleshooting technical issues, delivering exceptional customer service, and being the first point of contact for all IT-related queries. You'll play a key role in ensuring smooth day-to-day IT operations and helping end users resolve technical issues efficiently.
Key Responsibilities:
Provide first-level support for incoming service desk calls, emails, and tickets.
Troubleshoot hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
Accurately log incidents and requests into the ticketing system, ensuring timely resolution or escalation.
Follow up with users to ensure satisfactory issue resolution and excellent service delivery.
Set up and configure new user accounts, devices, and basic system access.
Support basic tasks such as password resets, account lockouts, and software installations.
Document issues, solutions, and procedures for future reference and knowledge sharing.
Collaborate with higher-level IT support teams for issues that require escalation.
Required Skills & Qualifications:
Minimum 1-2 years of experience in a similar IT support or helpdesk role.
Strong customer service skills with a friendly and professional communication style.
Good understanding of Microsoft Windows OS, Office 365, and common desktop applications.
Basic knowledge of Active Directory, Exchange, and remote support tools.
Familiarity with service desk ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
Ability to troubleshoot basic network connectivity and printer issues.
Strong organizational and time management skills.
Willingness to learn and grow within a dynamic IT environment.
Preferred Qualifications:
ITIL Foundation certification or awareness of ITIL practices.
Formal IT qualifications (e.g., Certificate IV in IT, Diploma in IT Support).
Experience supporting hybrid or remote working environments.
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Pam Kaur on + 618 7422 0615 or email [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
