L1 Service Desk

Description:

• Provide first-line technical support to end-users via phone, email, or ticketing system.
• Troubleshoot and resolve issues related to Microsoft Active Directory (AD), including user account management, password resets, and group policy inquiries.
• Assist with Microsoft 365 user inquiries, including account setup, email configuration, and troubleshooting of cloud-based services such as Exchange Online and SharePoint Online.
• Address Windows operating system-related issues, including basic troubleshooting, software installations, and updates.
• Perform administrative tasks within Microsoft Exchange, such as mailbox management, email distribution list maintenance, and troubleshooting email delivery problems.
• Document support activities, including ticket resolutions, troubleshooting steps, and user communication, to ensure accurate tracking and knowledge sharing within the team.
• Collaborate with other IT teams to escalate complex issues and follow up on problem resolution to ensure timely and effective support delivery.
• Provide user training and guidance on IT best practices, security awareness, and self-service resources to promote user empowerment and reduce dependency on support services.

Requirements:

• A successful candidate for a Level 1 support role with expertise in Active Directory, Microsoft 365, Windows, and Exchange administration
• Possess a solid foundation in IT fundamentals, including knowledge of computer hardware, operating systems, and networking concepts.
• Exceptional communication skills, both verbal and written, to effectively interact with end-users and document support activities comprehensively.
• Exhibit strong problem-solving abilities
• Adapt to evolving IT environments.
• A proactive attitude towards self-improvement and staying updated with industry trends and best practices
• Attention to detail is crucial for accurately documenting support activities and ensuring that user issues are resolved thoroughly.
• Collaboration skills are important for working effectively with other IT teams and stakeholders to escalate and resolve complex issues.
• Patience and empathy

Conditions:

• Competitive superannuation benefits
• Potential for career advancement and professional development opportunities within the organisations IT department.
• Exposure to diverse technical environments, including Active Directory, Microsoft 365, Windows, and Exchange administration, enhancing the candidate's skill set and marketability.
• Supportive work environment with opportunities for mentorship and learning from experienced IT professionals.
• Contribution to meaningful work supporting essential services and infrastructure within the local community, fostering a sense of pride and fulfilment in the candidate's role.