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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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