IT Helpdesk Analyst


New South Wales

Work type:



Information & Communication Technology


$25 - $38.33 per hour

Job reference:


Start date:


Contact email:


Plasy Pinto

IT Helpdesk Analyst - L1 On-Call and In-Person Support

Sydney CBD location
38 hours a week - Initial 6 months contract
Max pay rate: $38.33 p/hr inclusive Super
The IT Helpdesk Analyst reports to the Support Services Team Leader and provides quality first level technical support for hardware, software, print devices, mobile devices and other supported systems and infrastructure.
The position requires answering phone calls in the Helpdesk, troubleshooting and providing information to users, ensuring all incidents and requests for service are accurately recorded in the service management tool and allocated to an appropriate service area.
  • Provide first level technical support and advice to users both over the phone and in person.
  • Analyse, record and process reported incidents and requests for service, escalating to technical staff when required to ensure service level targets are met.
  • Maintain a high level of customer satisfaction within the business which is measured through regular customer surveys.30
  • Ensure only approved applications are installed on new hardware for deployment.
  • Adhere to performance standards and processes to ensure that appropriate communication and consultation with clients is developed and maintained.
  • Work effectively within a team to ensure achievement of priorities in given timeframes and within budget.
  • Ensure compliance with legislative, industrial and Council policy requirements and standards in the areas of Equal Employment Opportunity, Occupational Health, Safety, rehabilitation and Records Management. 
Selection Criteria:
  • Proven experience providing quality technical support in a substantial IT environment.
  • Must have proven help desk experience providing support over the phone.
  • Proven experience supporting  Microsoft operating systems including Windows 7
  • Proven experience using PC imaging and software deployment software eg. Altiris or Microsoft SSCM
  • High level interpersonal, written and oral communication skills for working with staff to resolve technical issues and deliver quality customer service.
  • Relevant Tertiary and technical qualifications and/or significant equivalent experience in service delivery in an IT environment.
  • Demonstrated ability to work as self-motivated, highly organised professional setting clear objectives, driving outcomes and meeting timelines.
  • Demonstrate a commitment to Equal Employment Opportunity, Occupational Health and Safety and Cultural Diversity principles.
To apply, please submit your application in WORD format ONLY to Plasy Pinto at Talent International by clicking the "Apply Now" button below.

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