Level 1 Service Helpdesk

3 weeks ago


Sydney, Australia people2people Full time

**The Business**

With leading telecommunications provider based in Australia, offering a wide range of innovative and reliable solutions to businesses. Currently seeking a highly motivated and customer focused L1 Service Helpdesk Technician to join their IT department and contribute to their mission of delivering exceptional service to their clients.

**The Opportunity**
- Resolve L1 tickets with a primary focus on Microsoft 365 and Connectwise.
- Handle project-based tasks such as MSP sales, admin ticket management, onboarding processes, and laptop setup.
- Interact with clients over the phone, providing technical assistance, requiring effective communication skills.
- Manage a workload of 20-30 tickets concurrently.
- Inbound calls are handled by the dedicated front-of-house department.
- Highly motivated and customer-oriented individual with a passion for exceptional IT support.
- Strong communication skills, both written and verbal, thriving in a fast-paced environment.
- Excellent troubleshooting abilities, attention to detail, and strong problem-solving mindset.
- Efficiently handle L1 tickets, specifically focused on Microsoft 365.
- Collaborate effectively with colleagues, displaying a positive attitude, willingness to learn and adapt, and dedication to outstanding customer service.

**Qualifications and Skills**:

- Previous experience in an L1 support role or IT helpdesk position is preferred.
- Strong troubleshooting skills, particularly in Microsoft 365 and Connectwise
- Excellent communication skills, both written and verbal, with a customer-centric approach.
- Ability to handle multiple tickets and prioritize effectively.
- Attention to detail and strong problem-solving abilities.
- A team player with a positive attitude and willingness to learn and adapt.
- IT certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate) are advantageous.



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