Service Desk Team Member (L1)

• Location: 465 Victoria Avenue, Chatswood, NSW, 2067, Australia
• Job Category: IT, IT Support
• Employee Type: Full Time

Description

Reporting to the Service Desk Team Lead, the Service Desk Team Member is responsible for providing first-line technical support to employees across the organisation. Acting as the primary point of contact for IT-related incidents and service requests, this role focuses on delivering exceptional customer service while resolving technical issues efficiently and professionally.

The successful candidate will support end users across a range of technologies, including Microsoft desktop environments, business applications, mobile devices, and user account management. They will play a key role in onboarding new employees, offboarding departing staff, maintaining accurate IT records, and ensuring compliance with company policies and procedures.

This role is ideal for someone who enjoys helping people, has a strong customer service mindset, and is looking to develop their technical skills within a collaborative IT team environment. Participation in IT improvement initiatives and projects will also form part of the role.

Key Responsibilities

• Provide first-level support via phone, email, ticketing system, and Microsoft Teams.
• Troubleshoot and resolve hardware, software, account, and connectivity issues.
• Escalate complex incidents to Level 2 and Level 3 support teams as required.
• Manage IT onboarding and offboarding activities.
• Maintain accurate asset, user, and support documentation.
• Deliver high levels of customer service and timely communication to end users.
• Participate in team meetings, projects, and continuous improvement activities.
• Follow IT security, change management, and data management procedures.
• Contribute to maintaining a safe working environment.

Requirements

• Minimum 2 years' experience in an IT Service Desk, Help Desk, or Desktop Support role.
• Experience supporting Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
• Experience with Active Directory and Entra ID (Azure Active Directory) user administration.
• Experience troubleshooting desktops, laptops, printers, mobile devices, and common business applications.
• Strong customer service and stakeholder management skills.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and manage multiple tasks simultaneously.
• Strong documentation and problem-solving skills.
• Ability to work both independently and as part of a team.
• Experience supporting hybrid Microsoft environments.
• Experience with Intune / device management platforms.
• Experience supporting ERP, finance, or operational business applications.
• Exposure to networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
• Basic PowerShell scripting skills.
• Experience working in a multi-site organisation.

Essential Skills & Experience

• Minimum 2 years' experience in an IT Service Desk, Help Desk, or Desktop Support role.
• Experience supporting Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
• Experience with Active Directory and Entra ID (Azure Active Directory) user administration.
• Experience troubleshooting desktops, laptops, printers, mobile devices, and common business applications.
• Strong customer service and stakeholder management skills.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and manage multiple tasks simultaneously.
• Strong documentation and problem-solving skills.
• Ability to work both independently and as part of a team.

Desirable Skills & Experience

• ITIL Foundation certification.
• Experience supporting hybrid Microsoft environments.
• Experience with Intune / device management platforms.
• Experience supporting ERP, finance, or operational business applications.
• Exposure to networking fundamentals (DNS, DHCP, VPN, Wi‑Fi).
• Basic PowerShell scripting skills.
• Experience working in a multi-site organisation.

Qualifications

• Qualification in Information Technology, Computer Science, or a related discipline, or equivalent industry experience.
• Current driver's licence preferred.

Personal Attributes

• Customer-focused and service-oriented.
• Professional, reliable, and accountable.
• Strong attention to detail.
• Positive and collaborative attitude.
• Eagerness to learn and develop technical skills.
• Ability to remain calm under pressure and manage competing priorities.

Job preview

The Company: 27 branches. 48,000 satisfied clients. Alsco has been providing professional, hygienic, Managed Rental Services throughout Australia since 1963.

The Alsco group consists of: Alsco, a Managed Rental Service provider of Linen, Workwear, Mats, Industrial and First Aid; Australian Linen Supply, commercial linen for the hospitality sector, accommodation, and healthcare industries; Deane Apparel, the uniform experts; Clean Room Garments (CRG), contamination and infection control solutions; and Fresh & Clean, Managed Washroom services.

The passion of our 2,200 employees in Australia is the driving force behind our success. Why You

Should Join Us: Job security working for a market leading company. COVID Proof and essential service during COVID time.

Great start to work in an IT team of size with great career development and progression opportunity. Supporting APAC region, wide range of latest technology and participation in IT projects.

Working time flexibility btw 6AM - 6PM and WFH flexibility possibility.

High Performing Team and very supportive manager.

Chatswood, 2067: very convenient location with easy access to various public transportation.

We have an exciting opportunity for someone who is just starting out in IT or making a career swap into IT. You will have the chance to learn the role from the ground up in a supportive team environment where you will be answering IT issues via phone and email on a daily basis. A key part of this role will be to troubleshoot, diagnose and resolve technical hardware and/or software issues.

Don’t worry if you cannot figure it out, you will be able to escalate more difficult queries to more senior members in the team where you can learn from their experience. To be successful in the role you will possess good communication skills, a willingness to learn and basic knowledge of a Windows computer with the ability to troubleshoot and break down a problem into steps to address it. You will also enjoy interacting and engaging with people to help them solve their IT issues.

If you like a role that provides a challenge, and the opportunity to work within a tight-knit and supportive team, this is the role for you. Even better, we are located right across the road from Chatswood train and bus stations. Please note that you must have valid work rights and covid vaccinations to be eligible for the role and that we do not accept unsolicited assistance from agencies.

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