IT Support Officer
Salary: Up to $40 p.h. + Strong possibility for on-going
Overview
We're looking for a customer-focused Level 1 Service Desk Officer to provide first-line IT support via phone and email. You'll log, triage and resolve issues, complete basic Active Directory tasks, and escalate more complex incidents while maintaining ownership through to closure.
Experience
- Previous experience in a Service Desk / Helpdesk / IT Support role (Level 1)
- Proven customer service skills (confident, calm, professional under pressure)
- Experience working to processes and SLAs in a ticketing environment
Technical (Level 1)
- Strong troubleshooting across Windows desktop environments
- Support of Microsoft 365 (e.g., Outlook, Teams, OneDrive)
- Active Directory exposure: password resets/unlocks, basic user/admin tasks, access requests (as approved)
- Ability to write clear ticket notes and follow troubleshooting steps / knowledge articles
Communication & approach
- Excellent clear verbal and written communication
- Good time management (can prioritise and handle multiple tickets)
- Comfortable escalating when needed and keeping users informed
- Prioritising customer service
Nice to have
- ITIL Foundation (or familiarity with incident/request/problem concepts)
- Exposure to common service desk tools (e.g., ServiceNow or similar)