IT Helpdesk Level 2

Job Description

Your New Role

As the IT Support Officer for the Sydney studio, you will be the first point of contact for all local IT support needs. Working closely with the National Helpdesk Manager and a wider team of 12 ICT professionals, you will ensure smooth day‑to‑day operations, fast issue resolution, and outstanding customer service for users across the studio.

What you’ll need to succeed

• Minimum 5 years’ experience in an IT support, helpdesk, or desktop support role.
• Strong knowledge of IT systems, networks, and commonly used software applications.
• Proven expertise supporting and troubleshooting Windows 10 desktop environments.
• Solid understanding of Microsoft 365 and Entra ID.
• Ability to support a range of devices including desktops, notebooks, printers, mobiles, and tablets.
• Experience troubleshooting a variety of technical issues in a customer‑facing environment.
• Excellent communication skills with the ability to explain technical problems clearly to non‑technical users.
• Strong written and verbal communication skills.

What you’ll get in returnKey Responsibilities
Helpdesk Support

• Work under the guidance of the National Helpdesk Manager.
• Monitor the Helpdesk system for new and updated tickets, ensuring all requests are actioned promptly.
• Collaborate with end users to troubleshoot and resolve issues efficiently and professionally.
• Support other studios when needed by monitoring and responding to their service requests.
• Document issues, resolutions, and troubleshooting steps for future reference.
• Escalate complex or unresolved incidents to the appropriate support level.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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