Senior Technical Support Executive (L1 Service Desk)

About the role

Provide first‑line technical support to end‑users in Sydney, handling incidents and service requests across multiple channels. The role operates 24 × 7 rotational shifts to ensure continuous service availability.

Key responsibilities

• Diagnose, resolve and document incidents related to laptops, desktops, LAN, applications and small forms.
• Participate in an on‑call rota, delivering 24‑hour support via phone, web tickets, chat and email.
• Update tickets with detailed information, communicate status to users and manage escalation according to company processes.
• Ensure Service Level Agreements are met, maintain confidentiality and follow ITIL‑based procedures.

Required profile

• 6–12 months experience in a busy ICT Service Desk providing remote support for Windows PCs, LAN and application issues.
• Australian work rights (valid visa) and willingness to work rotational shifts.
• Basic understanding of ITIL practices and strong analytical/problem‑solving abilities.

Required skills

• Windows operating systems (XP‑10)
• Microsoft Office suite, O365, Outlook, Skype for Business, Teams, SharePoint, OneDrive
• iOS, Android, Windows mobile forms
• ServiceNow (SNOW) or other ticketing tools
• Registry editing, patch management, antivirus and encryption
• VPN, TCP/IP, OSI model, basic networking and network devices
• Lotus Notes