IS Helpdesk Support Technician

3 days ago

Melbourne, Victoria, Australia WISE Employment Full time $60,000 - $80,000 per year

Location: North Melbourne

WISE Employment is looking for a Level 1 Helpdesk Support Technician to join the WISE team.

You will support WISE Staff and participants by responding to and resolving IT issues reported through the IT Helpdesk and Call Centre.

Perks of Working at WISE…

  • Competitive Salary with added Not-For-Profit Salary Packaging benefits (tax savings) + Super + More
  • Fantastic reward and recognition initiatives and ongoing learning and development
  • 4 wellness-days per year (additional leave), the ability to purchase additional annual leave and various healthy lifestyle initiatives
  • Learning and Development Programs
  • Company Laptop & iPhone
  • Exclusive benefits and discounts from leading retailers through Flare
    We are recognised as an "Inclusive Employer 2024/2025" by the DCA

As an IS Helpdesk Support Technician - Level 1, you will be responsible for the management of all incoming helpdesk requests.

The role:

  • Logging all incoming helpdesk requests on the tracking system
  • Performing a triage of the issues and following the major incident process if the issue is business impacting
  • Assigning the request to an appropriate 1st, 2nd, 3rd line support staff member for resolution
  • Following the communication process for updating the requesting customer during the resolution
  • Closing the request having assured customer satisfaction, and the necessary quality measures have been undertaken by the support staff

About you:

  • Medium to good touch typing skills
  • Basic computer skills
  • Good Customer Service Mentality
  • Criteria Cert IV or above (Desirable)
  • Worked in a call centre/help desk environment (Desirable)
  • Basic understanding of commercial risk and impact (Desirable)
  • A strong influencing style (Desirable)
  • You will thrive on our key attributes of Customer Centricity, Curiosity, Resilience, Adaptability, Creativity and a Growth Mindset.
  • Full Australian working rights, ability to satisfy national police check, and Working with Children Check requirements
  • Hold a current driver's license

WISE Employment

Celebrating over 30 years in the employment services industry, WISE Employment is a not-for-profit organisation that is committed to providing quality employment, training, and support to the disadvantaged members of our community. We aim to inspire, transform and empower people by connecting them with employers who care. WISE also operates highly successful, inclusive social enterprises along with a range of other programs and services aligned to the needs of the community.

Visit to learn more about WISE.

Are you ready to Apply?

Please submit a current resume and cover letter that demonstrates how you meet the above-specified requirements.

If you have accessibility requirements or require an adjustment to participate in our recruitment and selection process, please contact Daniel at

We Are Inclusive

WISE is recognised by the Diversity Council Australia as an "Inclusive Employer 2024/2025", and we actively encourage and welcome candidates from culturally and linguistically diverse backgrounds, candidates with a disability, members of the LGBTQIA+ community and Aboriginal and/or Torres Strait Islander candidates.

WorkforWISE

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