Casual Helpdesk Assistant

Casual Helpdesk Assistant

Overview

We're looking for a tertiary student undertaking an IT related degree or TAFE certificate to join our IT Support team on a casual basis. This role is designed for someone who's eager to apply their studies in a practical setting whilst still in tertiary studies. You'll get hands-on experience troubleshooting real-world tech issues, supporting day-to-day IT operations, and working closely with our team to keep everything running smoothly. If you're keen to grow your skills, learn on the job, and make an impact while balancing your studies, we want to hear from you

As a Help Desk Assistant you will be responsible for providing day-to-day IT support to employees, setting up and maintaining devices and desktop applications, ensuring technical issues are resolved quickly and efficiently to minimize disruptions to the business. This role will involve being responsible for resolving helpdesk tickets, troubleshooting technical problems, supporting end-users with both hardware and software queries, procuring technical equipment and maintaining devices and accessories to ensure operational and secure.

Key Responsibilities

• Respond to and resolve helpdesk tickets related to hardware, software, and system issues in a timely manner, ensuring minimal disruption to end-users.
• Ensure all tickets are resolved within agreed-upon SLAs.
• Provide clear and effective communication with end-users to resolve technical problems and deliver a high level of customer satisfaction.
• Maintain accurate records of helpdesk interactions and update internal knowledge bases with troubleshooting tips and guides.
• Assist in training employees on the use of IT systems and devices, promoting self-service solutions to reduce ticket volume.
• Assist with managing IT assets, including tracking hardware, software, and device inventories.
• Ensure that devices and corporate applications are regularly updated and patched in line with company policies and security standards.
• Assist with monitoring systems and alerting channels to identify potential issues and resolve them promptly.
• Perform troubleshooting and diagnostics for technical issues, escalating more complex problems to senior team members when necessary.
• Work closely with the Infrastructure team and Infrastructure Manager and other IT team members to provide seamless IT support across the organisation.
• Contribute to maintaining a shared knowledge base of troubleshooting tips, FAQs, and guides to assist colleagues and end-users.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time without notice.

Required Skills & Experience

• Studying a technical degree or undertaking a TAFE technical certification, ideally in at least 2nd year
• Interest in a future full-time career in IT
• Experience in a customer service role, whether paid or voluntary
• Basic technical understanding of common desktop applications, laptops, mobile phones, operating systems, ancillary devices, including troubleshooting common issues.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent problem solving skills and the capacity to work under time pressure.
• Experience in some type of coding/scripting (e.g., Powershell, Python, or Bash).
• Understanding of device and desktop application patching.
• Understanding of security risks and issues for devices, users and desktop applications
• Good organizational and time management skills.

Desired Skills

Experience with ticketing or workflow systems such as Jira, Monday, ServiceNow