Role Description

We are looking for a customer-focused and technically capable

Helpdesk Analyst to provide reliable IT support and ensure a smooth day-to-day technology experience for users. The role is responsible for responding to technical issues, troubleshooting hardware and software problems, and supporting users across a range of IT services.

Key responsibilities include

- Serve as the first point of contact for IT-related questions, incidents, and service requests.

- Diagnose and resolve common hardware, software, network, account, and access issues.

- Provide clear, professional, and timely support through service desk channels.

- Create, update, prioritize, and track tickets in accordance with support procedures and service standards.

- Assist with user account administration, password resets, permissions, and system access.

- Support the setup, configuration, maintenance, and troubleshooting of computers, peripherals, and standard applications.

- Escalate complex or unresolved issues to the appropriate technical teams and follow through to resolution.

- Maintain accurate documentation of incidents, solutions, procedures, and knowledge-base articles.

- Identify recurring issues and contribute to improvements in IT processes, documentation, and user support.

- Follow company IT policies,



security requirements, and data protection practices.

Qualifications

- Robust troubleshooting and problem-solving skills with a structured approach to diagnosing technical issues.

- Good understanding of Windows operating systems, Microsoft 365, common business applications, and basic networking concepts.

- Familiarity with user account management, access controls, endpoint support, and IT service desk practices.

- Ability to communicate technical information clearly and effectively to both technical and non-technical users.

- Strong customer-service mindset, patience, and attention to detail.

- Ability to prioritize multiple requests while maintaining a high standard of service.

- Comfortable working with ticketing systems, remote-support tools, and IT documentation.

- Strong organizational skills and the ability to follow established processes and procedures.

- Ability to work collaboratively with IT teams and other business functions.

- Commitment to information security, confidentiality, and responsible handling of user and company data.

- Relevant technical education, certifications, or training in IT, computer science, or a related field is preferred.

📌 Helpdesk Analyst (Sydney)
🏢 Integration Jeunesse Algerie IJA
📍 Sydney