Helpdesk Specialist

Job Description

The Information and Communication Technology (ICT) team delivers critical support services across the organisation, ensuring reliable and secure technology systems to support internal operations and staff. 

Reporting to the ICT Infrastructure Manager, you will be responsible for providing first-line technical support across desktops, applications, printers, VoIP phones and mobile devices. You will act as a key coordination point for the Helpdesk, ensuring support requests are triaged, resolved efficiently, and delivered in line with agreed service levels. 

You will also contribute to the ongoing maintenance of ICT systems, support asset management processes, and assist in identifying opportunities to improve service delivery, including through emerging technologies.  

Key Responsibilities: 

General support and administration tasks to assist the ICT team, including Helpdesk coordination, documentation updates, and other ad-hoc work as required. 

ICT functions including, but not limited to: 

• Monitoring and managing Helpdesk requests to ensure timely response and resolution in line with agreed service levels 
• Installing, configuring, updating and troubleshooting desktop hardware, software and peripherals 
• Supporting Microsoft Windows environments and Microsoft 365 applications 
• Administering user accounts, access and endpoint devices 
• Performing daily system checks, monitoring alerts and escalating issues as required 
• Managing ICT asset lifecycle including tracking hardware and software 
• Assisting with procurement of ICT hardware and software 
• Supporting VoIP phone systems and corporate mobile fleet 
• Developing and maintaining ICT procedures and user guides 
• Assisting with reporting requirements as requested 

Skills and experience 

• Strong troubleshooting and problem-solving skills with the ability to resolve issues in a timely manner 
• Sound knowledge of Microsoft Windows desktop environments and Microsoft 365 suite, Microsoft Teams Telephony or similar VoIP technologies. 
• Experience supporting Active Directory, endpoint management and mobile devices (iOS/Android) 
• Ability to manage workload and prioritise tasks in line with service level requirements 
• Excellent verbal and written communication skills, with the ability to engage effectively with a broad range of stakeholders 
• A willingness and ability to learn new systems, tools and technologies 
• 1–3 years’ experience in an IT Helpdesk or support role 
• Tertiary qualification in Information Technology, Computer Science or a related discipline (or equivalent experience) 

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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