Service Desk Technician (L1) - In-office, Sydney

About the role

Infotech is recruiting a Service Desk Technician Level 1 for an in-office position in Sydney. The role ensures that end users can carry out their business tasks properly by receiving, prioritizing, documenting and resolving help requests, and escalating incidents when needed to meet SLA expectations.

Key responsibilities

• Support incoming requests through the Service Desk ticket, telephone, chat and self-service portal
• Prioritize incidents and service requests within target SLAs and record details in the ticketing system
• Support laptops, printers and peripherals, including hardware and software setup
• Maintain technical documentation in the solution library for software installation, hardware configuration and troubleshooting
• Maintain hardware asset management and software licensing
• Engage vendor support contacts for desktop computing equipment and software issues
• Support on-premises meeting rooms and audio-visual systems
• Deliver "How to" training on basic to intermediate application functions
• Escalate to Intermediate support as required and take part in the after-hours on-call rotation (evenings, weekends and holidays)

Required profile

• Diploma or degree in progress in a related field (Computer Systems, not development or testing)
• 1-3 years of experience in a service desk role
• Bilingual proficiency in French, Spanish or German is strongly preferred

Required skills

• Working knowledge of O365 administration, Active Directory and Azure AD
• Application support with the Microsoft Productivity Suite
• Windows 10 and macOS support, mobile device support (Android and iOS)
• Experience with InTune is an asset
• General understanding of network devices such as routers, switches and access points