Helpdesk Analyst

About the Role

We are looking for a motivated and customer-oriented Helpdesk Analyst to join our team in Sydney. This entry-level to junior position involves providing primary technical assistance and support to end users, resolving hardware, software, and network issues promptly in a dynamic IT setting.

Key Responsibilities

• Deliver first-level technical support via phone, email, chat, and ticketing tools.
• Troubleshoot and diagnose problems related to hardware, software, networks, and systems efficiently.
• Manage and resolve user incidents within defined service timeframes.
• Install, set up, and maintain computers, applications, and peripheral equipment.
• Support user account management including password resets and access issues.
• Create and update support tickets and maintain detailed technical documentation.
• Escalate complex issues to higher-level IT personnel when necessary.
• Monitor support queues ensuring timely follow-up on pending requests.
• Assist with onboarding new users and workstation configurations.
• Conduct routine system troubleshooting and basic maintenance tasks.
• Track IT assets maintaining accurate equipment records.
• Contribute to internal knowledge resources such as FAQs, guides, and SOPs.
• Collaborate with network, infrastructure, security, and app support teams to resolve issues.

Candidate Profile & Requirements

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related discipline is preferred.
• Fresh graduates and entry-level applicants are encouraged to apply.
• Basic knowledge of Windows operating systems, hardware, software, and networking fundamentals.
• Familiarity with Microsoft 365, Active Directory, or ticket management systems is beneficial.
• Strong analytical and problem-solving aptitude.
• Effective communication and interpersonal skills.
• Customer-oriented mindset; patient and professional demeanor.
• Detail-focused with the ability to manage multiple support tasks simultaneously.
• Capacity to work both independently and collaboratively within a support team.
• Willingness to learn emerging technologies and IT support methodologies.

Benefits & Opportunities

• Gain practical experience in IT support and technical troubleshooting.
• Exposure to enterprise-level IT systems, infrastructure, and processes.
• Opportunities for career growth into roles like IT Support Engineer, Systems Administrator, Network Support Engineer, or IT Specialist.
• Professional development through training, mentorship, and technical guidance.
• Supportive and collaborative work environment.
• Chance to enhance pragmatic IT, customer service, and problem-solving skills.
• Competitive pay structure inclusive of incentives based on performance.