Service Desk Engineer - Level 1

About the role

Join a leading medical research institute in Wollstonecraft as the first point of contact for all IT issues. You will provide a mix of ticket‑based support and walk‑up assistance, ensuring clinicians and researchers can focus on their work without technical interruptions.

Key responsibilities

• Resolve Microsoft 365 tickets and manage the service‑desk queue.
• Provide on‑site deskside support: swap hardware, set up workstations, troubleshoot Teams calls and peripheral devices.
• Assist staff with meeting‑room equipment, projector connections and email problems.
• Maintain a shrinking backlog and achieve high user‑satisfaction scores.
• Collaborate with the senior on‑site technician and the broader managed‑services team.

Required profile

• 1–3 years of commercial IT support experience (internal IT, MSP or similar).
• Strong knowledge of Windows 10/11 and Microsoft 365 applications.
• Experience using a ticketing/ITSM tool with focus on volume and quality.
• Confidence performing hands‑on deskside tasks such as hardware swaps and workstation setup.
• Comfortable working onsite five days a week and communicating clearly with end users.

Required skills

• Windows 10
• Windows 11
• Microsoft 365
• Outlook
• Teams
• SharePoint
• OneDrive
• ITSM ticketing tool
• Hardware swapping
• Workstation setup
• Peripheral troubleshooting

What we offer

• Salary $60‑70k + superannuation and bonus incentives.
• Permanent full‑time contract.
• On‑site role in a modern research environment.
• Opportunities for growth into more complex projects.