Service Desk Support Technician

• Full time | permanent position

• Monday – Friday | 9am -5pm

• Opportunities for career growth

• Chatswood Location

Job Overview:

We are looking for a suitably experienced and dedicated Level 1 Service Desk Technician to join our IT support team. The role involves providing first-line technical support for remote users of a Windows based environment, troubleshooting issues related to Active Directory, Office 365, networking, and hardware/software. The ideal candidate will have strong problem-solving skills, a commitment to customer satisfaction, and the ability to work effectively within-in SLA driven environments.

Key Responsibilities:

The Service Desk Technician will be the first point of contact for technical support requests via phone, email or ticketing system.

1. Basic Desktop Troubleshooting: Ability to resolve common end-user hardware/software issues (e.g. printers, OS problems, application errors).

2. Active Directory – Basic User/Group Management: Add, modify, disable, and reset passwords for user accounts and distribution/security groups.

3. Office 365 – Basic Administration: User license assignments, mailbox access permissions, password resets, MFA support.

4. Antivirus Support: Basic troubleshooting of endpoint protection alerts and initiating scans.

5. Remote Support Tools & RMM Usage: Confidently use remote desktop and RMM platforms to support and manage endpoints.

6. Professional Communication & Soft Skills: Clear written and verbal communication, courteous under pressure, and ability to manage user expectations.

7. Ticket Management & SLA Awareness: Accurately log, categorize, and update tickets with awareness of SLA urgency and business impact.

8. Issue Escalation: Recognize when to escalate, and provide detailed, structured documentation with troubleshooting steps taken.

Key Selection Criteria

• Strong knowledge of Windows OS (Windows 10/11, Windows Server 2016/2019/202208.

• Active directory administration (user management, group policies, password resets.

• Office 365 support (Outlook, Teams, SharePoint, OneDrive, licensing, and administration).

• Basic networking knowledge (IP addressing, DNS, DHCO, VPN troubleshooting).

• Familiarity with remote desktop tools (RDP, AnyDesk, TeamViewer, or similar).

• Understanding of ITIL processes and working with SLAs in a service desk environment.

• Strong customer service skills, ability to explain technical issues in a non-technical way.

Highly desirable qualifications and experience:

• Experience with MSP ticketing systems (ServiceNow, ConnectWise, Autotask, etc.)

• IT Certifications such as CompTIA A , Microsoft fundamentals, ITIL v4, Network

• Experience supporting mobile devices (IOS, Android) in a corporate environment.

• Basic troubleshooting of printers, VoIP phones, and conferencing tools.

What we offer:

• A supportive and collaborative team in a fast paced, SLA driven service desk.

• Career growth opportunities with training and certifications.

• Exposure to enterprise IT environments and cutting-edge technology.

If you have the necessary experience, skills, please proceed through the Seek application process addressing your relevant skills, experience and qualifications in your Cover Letter and providing a Resume for consideration. Please note all applications must have a cover letter to be considered.

Due to the requirements of this positions, shortlisting and interviewing will commence immediately. Submit your resume today so you don't miss out on this opportunity.

Please note that only short-listed candidates will be contacted for an interview. We thank all applicants for their interest in the role and organisation.