? We’re Hiring: Help Desk Analyst

? Employment Type: Full-Time

? Level: Entry-Level to Mid-Level

We are seeking a reliable, customer-focused, and technically capable Help Desk Analyst to provide first-line technical support to employees and customers. This role is ideal for individuals with strong troubleshooting skills who enjoy resolving technical issues, assisting users, and working in a fast-paced IT environment.

? Key Responsibilities

- Provide first-line technical support through phone, email, chat, and ticketing systems.
- Diagnose, troubleshoot, and resolve hardware, software, network, and system-related issues.
- Log, prioritize, monitor, and manage IT support tickets according to established service levels.
- Assist users with computer, laptop, printer, email, software, and account-related issues.
- Support password resets, user account management, access requests, and basic system configurations.
- Troubleshoot connectivity issues involving Wi-Fi, VPN, LAN, and basic network services.
- Install, configure, update, and maintain computers, software, and peripheral devices.
- Escalate complex technical issues to senior IT support teams or relevant specialists when necessary.
- Follow up with users to ensure reported issues have been resolved effectively.
- Maintain accurate documentation of incidents, solutions, and troubleshooting procedures.
- Assist with employee onboarding and offboarding, including equipment and account setup.
- Monitor recurring technical issues and identify opportunities for process improvement.
- Assist with IT asset tracking, software inventory, and equipment management.
- Provide basic guidance and training to users on IT systems, applications, and security best practices.

✅ Requirements
- Diploma or Bachelor’s degree in Information Technology,



Computer Science, Computer Engineering, or a related field is preferred.
- Previous experience in help desk, IT support, technical support, or customer support is an advantage.
- Basic understanding of computer hardware, operating systems, software, and networking concepts.
- Familiarity with Microsoft Windows, Microsoft 365, Active Directory, and common business applications is a plus.
- Basic knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to explain technical information clearly to non-technical users.
- Strong attention to detail and ability to manage multiple support requests.
- Ability to work independently and effectively as part of a team.
- Strong willingness to learn new technologies and IT systems.
- Relevant certifications such as CompTIA A+, Network+, Microsoft, or equivalent are an advantage.
- Fresh graduates and candidates with limited professional experience are encouraged to apply.

? What We Offer
- Hands-on experience supporting real-world IT systems and business users.
- Opportunity to work alongside experienced IT professionals and technical teams.
- Structured training, mentorship, and professional development opportunities.
- Exposure to IT infrastructure, networking, cloud services, cybersecurity, and system administration.
- Transparent career progression toward IT Support Specialist, Systems Administrator, Network Administrator, or IT Manager roles.
- A collaborative, supportive, and technology-driven working environment.
- Competitive compensation with performance-based incentives.

- • Opportunity to develop strong technical and customer service skills while making a direct impact on daily business operations.

📌 Help Desk Analys (Sydney)
🏢 Promote Research
📍 Sydney