Role Description

- Provide first-line technical support to users through phone, email, chat, or other support channels.

- Diagnose, troubleshoot, and resolve hardware, software, network, account, and system-related issues.

- Log, track, prioritize, and manage support requests in accordance with established procedures and service levels.

- Guide users through technical solutions and provide clear, user-friendly instructions.

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

- Assist with user account administration, password resets, access requests, and basic system configuration.

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

- Monitor recurring issues and contribute to identifying opportunities to improve IT services and user experience.

- Support the deployment, configuration, and maintenance of end-user devices and software.

- Follow IT security, data protection, and operational policies when handling user and system information.

Qualifications





- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.

- Basic understanding of operating systems, computer hardware, networking, and common business software.

- Familiarity with troubleshooting Windows, macOS, Microsoft 365, or similar workplace technologies.

- Knowledge of service desk or ticketing systems and basic IT service management practices.

- Strong analytical and problem-solving skills with a structured approach to troubleshooting.

- Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to non-technical users.

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

- Ability to prioritize multiple support requests and work effectively in a fast-paced setting.

- Understanding of basic IT security principles, access controls, and data protection practices.

- Willingness to learn new technologies and continuously develop technical skills.

📌 Helpdesk Analyst (Sydney)
🏢 Project Contract Roles (PMs, BAs, PMO, Leadership)
📍 Sydney