Service Desk Engineer

Service Desk Engineer

Location: Hobart (Brighton), Tasmania. Work Pattern: Tuesday - Saturday 9am 5pm + on call support (critical issues) on rotational roster. Salary: $65,000 - $85,000 + Super.

About the Role

We are seeking a customer focused and motivated Service Desk Analyst to join our IT team based in Brighton, Tasmania. The role involves problem solving, helping users, and working in a fast paced environment to support a large national business. You will be the first point of contact for over 1,000 users across 60 sites throughout Australia, providing technical support and ensuring incidents and requests are managed effectively through our IT Service Management (ITSM) platform.

Working alongside Infrastructure, Applications, and Data & Analytics teams, you will play a critical role in keeping our business connected and operational. Participation in an after hours support roster for critical business issues is required.

Key Responsibilities

• Provide first and second level IT support to users across Australia.
• Respond to support requests received via phone, email, service portal, and face to face interactions.
• Analyse, categorise, prioritise and resolve incidents and service requests.
• Escalate complex issues to specialist teams when required.
• Manage and maintain user accounts and permissions.
• Support desktops, laptops, printers, mobile devices and network connectivity issues.
• Maintain accurate documentation and ticket updates within the ITSM system.
• Work towards agreed service levels and key performance indicators.
• Deliver outstanding customer service and technical support experiences.

Essential Requirements

• Experience managing workloads against Service Level Agreements (SLAs).
• Strong user account administration experience within Active Directory and business applications.
• Strong knowledge of Microsoft365 in a corporate environment.
• Experience supporting desktop devices, printers and network connectivity.
• Knowledge of mobile device management platforms and telecommunications asset management.
• Strong troubleshooting and application support skills.
• Ability to complete pre employment checks, including a criminal history check.
• Full Australian working rights.

Desirable Qualifications & Experience

• Previous Level1 or Level2 Service Desk experience using an ITSM platform.
• Microsoft certifications or equivalent industry qualifications.
• Tertiary qualifications in Information Technology or a related field.
• Experience within the transport and logistics industry.
• Experience with Microsoft Intune, Microsoft365, SharePoint, Active Directory, TIPT systems, AppleDEP, NinjaOne.

Benefits

• 40% Discount with Ringers Western when shopping online.
• 15% Discount on Bridgestone Tyres.
• Referral Bonuses for successful candidate sharing.
• Career development and learning opportunities.
• Supportive team culture with experienced IT professionals.