Desktop Support Engineer – End User Support (Canberra)

About the role

Datacom is seeking a Desktop Support Engineer to join its onsite team in Canberra. You will deliver end‑user support for a key customer, handling hardware, software and mobility device issues while ensuring high customer satisfaction.

Key responsibilities

• Provide prompt technical support in a fast‑paced environment, adhering to service level agreements.
• Assist new users with hardware collection, setup and deployment of laptops, mobile phones and other devices.
• Maintain and update equipment to be deployment‑ready before release.
• Record all customer interactions in the designated ITSM tool and keep users informed on ticket status.
• Use established tools and processes to deliver services, proactively manage infrastructure, and drive service improvements.
• Follow ITIL best practices for change and release management.

Required profile

• Strong focus on delivering exceptional customer experiences for end‑user services.
• Ability to prioritize work to meet SLA commitments.
• Excellent verbal and written communication, capable of translating technical information for non‑technical audiences.
• Self‑motivated with solid time‑management skills.

Required skills

• Laptop and desktop PC hardware support
• Printer and audio‑visual equipment support
• Mobile device (smartphone/tablet) support
• Experience with ITSM tools for ticketing and documentation
• Knowledge of ITIL processes, including change and release management

What we offer

• Flexible working arrangements and hybrid options
• Social events, chill‑out spaces and a collaborative culture
• Professional development courses and career growth opportunities
• Competitive benefits package including flexi‑hours and remote‑working support