Role Description

We are seeking a customer-focused and detail-oriented Helpdesk Analyst to provide technical support and ensure the efficient resolution of IT-related issues. The successful candidate will serve as the first point of contact for users, diagnosing and resolving hardware, software, network, and system issues while delivering excellent customer service. This role involves managing support tickets, documenting solutions, escalating complex incidents when necessary, and contributing to continuous improvements in IT support processes.

The ideal candidate demonstrates strong troubleshooting skills, effective communication, and a commitment to delivering high-quality technical support.

Key Responsibilities

Provide first-level technical support for hardware, software, network, and application-related issues.

Respond to user inquiries through phone, email, chat, or ticketing systems in a timely manner.

Diagnose, troubleshoot, and resolve technical incidents and service requests.

Escalate complex issues to appropriate technical teams while ensuring proper follow-up.

Log, track, and update support tickets using helpdesk management systems.

Install, configure, and maintain desktop computers, laptops, printers, and peripheral devices.

Assist users with operating systems, productivity software, email, and business applications.

Manage user accounts, password resets, and access permissions in accordance with security policies.

Document troubleshooting procedures, technical solutions, and knowledge base articles.





Monitor recurring issues and recommend process or system improvements.

Support IT asset management by maintaining accurate hardware and software inventories.

Ensure compliance with IT security policies and data protection standards.

Collaborate with internal teams to maintain high service levels and user satisfaction.

Stay informed about current technologies, support tools, and industry best practices.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

Strong understanding of computer hardware, operating systems, and networking fundamentals.

Familiarity with Windows, macOS, Microsoft 365, and common business applications.

Basic knowledge of Active Directory, user account administration, and access management.

Understanding of TCP/IP, DNS, DHCP, VPN, and wireless networking concepts.

Familiarity with IT service management (ITSM) principles and helpdesk ticketing systems.

Basic knowledge of cybersecurity practices and endpoint protection.

Strong analytical, troubleshooting, and problem-solving skills.

Excellent customer service, communication, and interpersonal abilities.

Strong organizational skills with attention to detail.

Ability to manage multiple priorities in a fast-paced support environment.

Ability to work independently and collaboratively within a team.

Commitment to continuous learning and delivering high-quality IT support services.

📌 Helpdesk Analyst (Australia)
🏢 PRO RH-SN -Votre Conseiller RH
📍 Australia