Role Description

We are seeking a customer-focused IT Helpdesk Officer to provide first-level technical support and ensure efficient resolution of IT-related issues across the organization. The role is responsible for responding to user requests, troubleshooting hardware and software problems, and delivering timely assistance to maintain smooth daily operations.

Responsibilities include managing helpdesk tickets, diagnosing technical issues, assisting users with system access, installing and configuring devices, supporting common applications, and escalating complex incidents to appropriate technical teams. The IT Helpdesk Officer will maintain accurate records of support activities, prepare technical documentation, update knowledge base resources, and provide guidance to users on IT procedures and best practices. The position also involves monitoring recurring issues, supporting system maintenance activities, assisting with IT asset management, and contributing to improvements in support processes and service quality.

The successful candidate will demonstrate strong customer service skills, technical problem-solving abilities, and a commitment to delivering reliable, efficient, and professional IT support.

Qualifications





- Bachelor's degree or equivalent qualification in Information Technology, Computer Science, Computer Engineering, or a related discipline.
- Solid understanding of computer hardware, operating systems, networking fundamentals, and common software applications.
- Knowledge of IT support processes, ticket management systems, and incident resolution procedures.
- Familiarity with Windows, Microsoft Office 365, basic network troubleshooting, and user account management.
- Ability to diagnose and resolve technical issues effectively through structured troubleshooting.
- Strong communication and interpersonal skills with the ability to assist users with different levels of technical knowledge.
- Excellent organizational skills with attention to detail and accurate documentation practices.
- Ability to manage multiple support requests and prioritize tasks effectively.
- Familiarity with remote support tools and IT service management practices is an advantage.
- Ability to work independently and collaboratively within a support team.
- Commitment to customer satisfaction, continuous improvement, and maintaining high-quality IT service standards.

📌 IT Helpdesk Officer (Sydney)
🏢 CALT Commandement de l'appui et de la logistique de théâtre
📍 Sydney