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L1 Helpdesk Support

L1 Helpdesk Support

Full-time

AEST (Australian Eastern Standard Time)

We are looking for a reliable and customer-focused L1 Helpdesk Support to assist a business IT support team. You will be the first point of contact for users experiencing technical issues and will handle basic troubleshooting following documented procedures (SOPs).

Key Responsibilities

Respond to incoming support tickets, emails, and chats in a timely manner
Provide first-level troubleshooting for user technical issues
Reset passwords and unlock user accounts
Assist users with login and access issues
Troubleshoot Microsoft 365 (Outlook, Teams, OneDrive) basic issues
Guide users through step-by-step solutions
Provide remote assistance using remote desktop tools
Document actions taken and update tickets properly
Follow company support procedures and service level agreements (SLAs)

Minimum Requirements

Has experience in IT Helpdesk / Service Desk / Technical Support
Experience using a ticketing/helpdesk system
Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics)
Experience with remote support tools (TeamViewer, AnyDesk, RDP, or similar)
Strong English communication skills (written and spoken)
Customer service mindset and patience when assisting users
Ability to follow documentation and troubleshooting guides

Preferred (Nice To Have)

Experience working with an MSP (Managed Service Provider)
Active Directory user management (password reset, unlock accounts)
Experience with ServiceNow, Zendesk, ConnectWise, Autotask, or Freshdesk
Networking knowledge (IP address, DNS, Wi-Fi troubleshooting)
Experience supporting business users (not just personal computer repair)

Skills Required

priness-VAT2026-02-18T12:17:06+10:00

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