IT Service Desk Specialist

5 days ago

Canberra, ACT, Australia beBeeSupport Full time $84,927 - $90,696

About this Role

We are seeking a talented and proactive IT Service Desk Level 1 Support specialist to join our team.

This role involves being the first point of contact for resolving technical issues and managing service requests. You will work within a dynamic IT environment, assisting users with common IT and cloud-based service enquiries and ensuring smooth day-to-day operations.

Key responsibilities include providing first-line support, triaging and resolving technical issues related to IT services. You will also manage and prioritise incidents and requests using a ticketing system, escalate complex issues to higher-level support teams as necessary, and collaborate with the ITSM specialist and other team members to ensure alignment with IT service management processes.

  • Main Responsibilities:
  • Provide first-line support, troubleshooting and resolving technical issues related to IT services.
  • Manage and prioritise incidents and requests using a ticketing system.
  • Evaluate problems objectively, systematically, and draw accurate conclusions based on evidence.
  • Demonstrate an ability to be responsive to changes in requirements, build and sustain positive relationships with team members, stakeholders, and clients, and communicate proactively with internal and external stakeholders.
  • Collaborate with IT teams to identify solutions to complex problems.
  • Develop, document, and maintain knowledge base articles for recurring issues.

About You

To succeed in this role, you should have excellent problem-solving skills, strong communication and interpersonal skills, and the ability to work well under pressure. A systematic approach to analysis and decision-making is essential, as well as a commitment to delivering high-quality customer service.

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