ICT Service Desk Officer

2 days ago

Osborne Park, Western Australia Connectiv Full time $60,000 - $90,000 per year

Connectiv | Perth, WA

Empowering people through technology.

Connectiv is a leading Managed ICT and Network Services Provider, and Telstra's No. 1 Platinum Partner in WA.

We help organisations thrive through reliable, scalable technology - partnering with clients to understand their environments and deliver trusted, proactive IT solutions that enable their people to work smarter.

Job Summary

We're looking for an enthusiastic Level 1 ICT Service Desk Officer to join our Managed ICT team. You'll be the first point of contact for client and internal IT support needs - resolving issues, coordinating escalations, and keeping customer environments running smoothly.

This role is ideal for someone with solid technical foundations, a passion for structured problem-solving, and a genuine commitment to customer service excellence.

You'll work within an experienced team, following ITIL-aligned processes and MSP best practices, with mentorship and opportunities to develop your skills across a wide range of technologies.

About the Role

  • Act as the first point of contact for client support requests via phone, email, and ticketing system.
  • Troubleshoot hardware, software, and network issues in Windows and Microsoft 365 environments.
  • Perform device setup, configuration, patching, and upgrades of EUC devices, servers (physical and virtual) and networks in line with Connectiv's and customer standards.
  • Monitor and maintain client systems including backups, AV/EDR, spam filtering, and endpoint protection.
  • Follow defined triage, escalation, and communication processes to ensure smooth handover of complex issues.
  • Maintain accurate, high-quality documentation in our knowledge base and service records.
  • Participate in team meetings, knowledge-sharing, and continuous improvement initiatives.
  • Assist with project-related work and user onboarding/offboarding activities as required.

Skills & Experience

  • Minimum 2-3 years of technical, customer-facing ICT Service Desk experience in an ITIL-aligned environment.
  • Demonstrated customer service experience, ideally in a technical support role.
  • Strong troubleshooting and problem-solving skills across Microsoft Windows and M365 environments.
  • Understanding of TCP/IP networking fundamentals.
  • Experience using professional ticketing tools (TopDesk, ConnectWise, ServiceNow, or similar).
  • Excellent communication skills — clear, calm, and empathetic under pressure.
  • Organised and detail-oriented, with the ability to prioritise effectively.
  • Familiarity with ITIL frameworks and structured MSP workflows (desirable).

Qualifications

Required:

  • Diploma in Information Technology, industry certification or equivalent practical experience.
  • Valid Driver's Licence.

Preferred:

  • Microsoft, CompTIA, or ITIL certifications.
  • Experience working in an MSP or multi-client environment.

Why Join Connectiv

  • Collaborative, growth-focused team culture with opportunities to progress.
  • Exposure to diverse client environments and technologies.
  • Training and certification support to build your career pathway.
  • Work-life balance with structured hours and flexible arrangements where possible.
  • Modern office environment with regular team events and recognition initiatives.

Other Requirements

  • Right to work in Australia.
  • Current Police Clearance (or ability to obtain).
  • Willingness to undergo pre-employment checks as required.

Join a team where your curiosity, professionalism, and initiative make a difference every day.

Apply now to start your journey with Connectiv as a valued member of our Service Desk.

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