Service Desk Support Specialist

2 days ago

Canberra, ACT, Australia beBeeServiceDeskSupport Full time $90,000 - $120,000
Job Title: Service Desk Support Specialist

We are seeking a highly skilled and experienced Service Desk Analyst to provide initial technical support to end-users and clients.

The successful candidate will be responsible for troubleshooting, resolving, and escalating IT-related issues across various systems, ensuring top-tier service and support.

Key Responsibilities:
  • Respond promptly and professionally to service desk requests via phone, email, and ticketing systems.
  • Diagnose, troubleshoot, and resolve Level 1 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 to Level 2 or 3 teams in accordance with established 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.
Working Conditions:
  • Employment Type: Permanent, Full-Time.
  • Cleared to work in Australia with a current Baseline Clearance.
Technical Expertise:
  • Strong knowledge of network, hardware, and software troubleshooting.
  • Experience in remote support tools.
  • Proficient in ITSM ticketing systems (Manage Engine).
  • Expertise in Active Directory/EntraID, Windows 11.
  • Familiarity with troubleshooting IOS and Android.
  • Excellent customer service skills to communicate effectively with non-technical users.

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