Service Desk Specialist

1 day ago

Sydney, New South Wales, Australia beBeeCustomer Full time
Job Title: Service Desk Specialist

We are seeking a skilled and professional Service Desk Specialist to join our team. The successful candidate will be responsible for providing technical support to clients, addressing Level 1/2 issues and escalating as necessary.

This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience.

Key Responsibilities:
  • Respond promptly to incoming service desk requests and queries via phone, email, remote support or walk-in.
  • Accurately receive, log and action service requests for standard IT services according to established procedures and timeline.
  • Provide support with user onboarding and offboarding processes including access provisioning and termination.
  • Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently.
  • Contribute new or updated knowledge articles through ongoing knowledge sharing.
  • Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system.
  • Escalate complex or unresolved issues to Level 2 or 3 support teams following established escalation workflows.
Requirements:
  • 2 years prior experience in a Service Desk or Network Operations Centre (NOC), preferably in a business-to-business environment.
  • Experience supporting Microsoft 365, Active Directory, MFA, VPN and remote access solutions.
  • Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded.
  • Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking and enterprise applications.
  • Competent in supporting end-user environments and working within a structured IT support framework.
  • Familiarity with the ITIL framework and service management best practices.
Benefits:
  • Opportunity to work with a fast-growing company.
  • Professional development opportunities through industry certifications and training.
  • Employee benefits package including recognition, wellbeing and employee referral program.

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