IT Helpdesk Team Member

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:

• Permanant full time - Job security working for a market leading company, internationally recognised and national footprint.

• With an outstanding market reputation, a significant market share, and a comprehensive product portfolio, we stand as a formidable presence in textile cleaning industry.

• Great start to work in an IT team of size with great career development and progression opportunity.

• Supporting the APAC region, a wide range of the latest technology and participation in IT projects

• Great work/life balance & working time flexibility btw 6 AM - 6 PM and Hybrid working arrangement after successful passing probation period

• Inclusive Company Culture: Experience a great company culture with a friendly and supportive environment. We believe in inclusivity and foster a workplace where everyone feels valued. Come be a part of a team that's more than just colleagues

• Opportunities for Growth: Join a winning team that values your growth. Benefit from on-the-job training and ample opportunities to develop your skills in an organisation filled with success stories.

• High Performing Team and very supportive managers

• Chatswood, 2067 - Very convenient with easy access to various public transportation.

About the Role:

Reporting to the Service Desk Team Lead, you will provide first-line technical support for incoming IT queries via the ticketing system, phone and email. You will help troubleshoot desktop, hardware, software, application and mobile device issues, support user onboarding and offboarding, maintain accurate records and escalate more complex matters to the right team members when needed.

What You’ll Be Doing

• Act as the first point of contact for IT support requests from internal customers

• Troubleshoot, diagnose and resolve basic hardware, software, desktop and application issues

• Respond to tickets in line with agreed service levels and keep users updated on progress

• Coordinate IT onboarding and offboarding activities for new starters and exiting employees

• Maintain accurate ticket notes, technical documentation and service desk records

• Support Microsoft-based desktop, server and Office environments, including Active Directory and Azure Active Directory

• Contribute to team meetings, service desk discussions and process improvement initiatives

Reporting to the Service Desk Team Lead, you will provide first-line technical support for incoming IT queries via the ticketing system, phone and email. You will help troubleshoot desktop, hardware, software, application and mobile device issues, support user onboarding and offboarding, maintain accurate records and escalate more complex matters to the right team members when needed.

What You’ll Be Doing

• Act as the first point of contact for IT support requests from internal customers

• Troubleshoot, diagnose and resolve basic hardware, software, desktop and application issues

• Respond to tickets in line with agreed service levels and keep users updated on progress

• Coordinate IT onboarding and offboarding activities for new starters and exiting employees

• Maintain accurate ticket notes, technical documentation and service desk records

• Support Microsoft-based desktop, server and Office environments, including Active Directory and Azure Active Directory

• Contribute to team meetings, service desk discussions and process improvement initiatives

Follow IT policies and procedures, including cyber security, data management and change management requirements

About You

• At least 2 years’ experience in an IT Helpdesk, Service Desk or application support role

• Strong customer service skills and a genuine interest in helping people

• Clear communication skills and the ability to explain technical issues in a simple, friendly way

• Good problem-solving skills with the ability to prioritise and manage multiple support requests

• Experience with Microsoft desktop environments, Office suite, Active Directory and Azure Active Directory

• Knowledge of computer systems, mobile devices and basic technical troubleshooting

• Experience supporting ERP or financial applications will be highly regarded

• IT, Computer Science or related qualifications are preferred; relevant experience will also be considered

• ITIL Foundation certification is preferred but not essential

About You:

• Previous experience in an IT Helpdesk, Service Desk or application support role

• Strong customer service, communication and problem-solving skills

• Basic understanding of Windows 10/11, Microsoft 365 and common IT support processes

• Confident troubleshooting desktop, application, connectivity and user access issues

• Relevant IT studies or certifications will be highly regarded
  

If this position sounds like the right opportunity for you, then click the ‘Apply for this job’ button to submit your application. We look forward to receiving your application.

As part of our recruitment process, you will be required to complete pre-employment screening, including reference checking and health screening involving drug and alcohol testing. Proof of Your Right to Live and Work in Australia must be presented at the interview stage. 

Alsco Uniforms is an equal-opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, national origin, disability, and other legally protected characteristics.

Agencies please note: Alsco Uniforms is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Alsco Uniforms via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Alsco Uniforms. No fee will be paid in the event the candidate is hired by Alsco Uniforms as a result of the referral or through other means.