Service Desk Technician (L1) - In-office, Sydney (Australia)
Core
Provide Level 1 IT support to end users via ticket, phone, chat, and self-service to ensure proper computer operation and resolve help requests.
Role type
L1 Service Desk Technician
Builds
IT support services for end users
Domain
IT Service Management / Desktop Support
Deliverable
client delivery
Required skills
Incident prioritization, ticketing system management, hardware setup, software installation, vendor support coordination, AV system support, user training, escalation management, Windows 10/Mac OS support, mobile device support (Android/iOS), O365 administration, Active Directory, Azure AD
Preferred skills
InTune experience, network device understanding (routers/switches), bilingual proficiency (French/Spanish/German)
Responsibilities
Receive and prioritize incoming requests via ticket, telephone, chat, and self-service portal; Record detailed incident information; Provide hardware and software setup support for laptops, printers, and peripherals; Maintain technical documentation and hardware asset management; Engage vendor support for desktop equipment issues; Provide meeting room and AV system support; Deliver user training on application functions; Escalate complex incidents to Intermediate support; Participate in after-hours on-call rotation