helpdesk / level 1-2 support in Inner Suburbs Brisbane

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job details

inner suburbs brisbane, queensland
job type
working hours
au$ 30.00 - au$ 45.00 per hour
2 years
reference number
taryn botes, randstad
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job description

System Experience:

Candidates will require experience in supporting the below systems:

  • Current Windows (Client and Server) Operating Systems (Windows 7/Server 2008 and newer)
  • Microsoft client software support (e.g., Office Suite)
  • Microsoft Windows Domain Support (Active Directory User & Computer management)

Highly desirable skills:

  • Providing support for Microsoft Office 365 and Exchange
  • Experience with PowerShell
  • ServiceNow as an ITSM Tool (following ITIL methodology)
  • Remote hardware and software support

The additional experience below is also desirable:

  • Providing support for Apple MacOS and iOS
  • Supporting users with BYO devices (of all makes and models)
  • Experience providing support within the industry and/or wider Government sector
  • Experience providing support for a wide variety of both In-house sourced and off-the-shelf products
  • Deployment and management of ICT devices and peripherals within an al setting

As a Level 2 Technical Support Contractor you will perform the following:

  • Provide a first point of contact and initial point of resolution for technical requests in the use of the Office 365 application, a wide range of software and hardware, in house systems and products and services utilised throughout the department.
  • Resolve specific customer problems through effective questioning, negotiation and conflict management to ensure customer satisfaction and a quality service is provided to departmental clients.

You will have responsibility for leading the following activities and delivery of the following key tasks:

  • Applying your IT knowledge to receive and handle requests for third level technical support following agreed procedures by logging problems, requests and questions.
  • Respond to common requests for support by providing information to enable problem resolution and/or promptly liaise with vendors to escalate incidents and problems.
  • Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls and incidents.
  • Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
  • Liaise with customers and branch team members to provide status updates and feedback.
  • Utilise developed procedures to maintain records by documenting problems, requests and questions, recommend modifications to procedures and update as required.
  • Contribute to the development and implementation of School Applications projects, including (but not limited to) supporting school pilots of SharePoint Online, Skype for Business, and One Drive for students.
  • Organise individual workload to ensure quality, responsive and appropriate client services.
  • Promote effective and efficient communication within the unit and work both autonomously and in a team environment to ensure that deadlines and commitments are met.
  • Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit.
  • Apply innovative techniques to resolve technical issues and undertake system analysis, system design or more specialist activities that improve productivity and client services.
  • Actively participate in an ICT third level support team in the provision of client solutions and the promotion of desktop security and incident resolution.
  • Maintain best practice in ICT service delivery and support through the maintenance of currency of knowledge with the latest technologies being offered in the IT industry and undertake specific research and investigations to identify potential benefits for the department.
  • Assist with operational responses to emerging needs in collaboration with managers.
  • Liaise with network operations, system technicians, schools, and staff in relation to deployments and new technology.
  • Participate in project teams and on other assignments within ICT Support.
  • Adhere to quality assurance policies and procedures and Government Standards and contribute to the development of documentation for operational infrastructure changes and new initiatives.
  • Contribute to reports on the progress of projects, and respond to related matters identified during the review process.
  • Assist in the preparation of written and verbal advice, including briefing papers and technical documentation for the consideration of management and clients in relation to implementation of new technology.
  • Communicate on behalf of the agency with clients or other interested groups focusing on key points and the use of appropriate language.
  • Actively participate in ICT Support activities involving installation, expansion or upgrades of the department’s infrastructure, systems and services.

If you are interested, please apply now or email

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


Windows 7 and 10 | Office 365 | Active Directory | Exchange | ServiceNow | ITIL | Apple Mac OS and iOS


IT qualification
Experience doing desktop support and helpdesk


Provide a first point of contact and initial point of resolution for technical requests in the use of the Office 365 application, a wide range of software and hardware, in house systems and products and services utilised throughout the department.

educational requirements