Junior Help Desk Analyst

About the Role

Begin your IT career by joining a dynamic and supportive technical support team as a Junior Help Desk Analyst. This full-time role is fully remote within Australia and designed for individuals with up to two years of experience or fresh graduates seeking practical experience in IT support and customer service.

Responsibilities

• Deliver first-line technical assistance through phone, email, chat, and remote support platforms.
• Troubleshoot and resolve issues related to hardware, software, printers, and network connectivity.
• Maintain and update support tickets within the help desk system, ensuring accurate documentation.
• Refer complex problems to senior technical teams when required.
• Guide users through troubleshooting methodologies and system setup processes.
• Install, configure, and support desktop applications and various operating systems.
• Manage user accounts including password resets and access requests.
• Ensure service requests are resolved within the agreed service level agreements.
• Provide courteous and professional service consistently.

Qualifications & Skills

• Diploma or bachelor’s degree in IT, Computer Science, or related fields preferred.
• 0 to 2 years experience in IT support, help desk, or customer care roles; fresh graduates welcome.
• Basic familiarity with Windows OS, Microsoft 365, and computer hardware components.
• Experience or knowledge of remote desktop applications and help desk ticketing platforms is advantageous.
• Strong analytical thinking and troubleshooting aptitude.
• Excellent communication skills, both verbal and written.
• Ability to independently prioritize workload in a remote setting.
• Enthusiastic about learning with a customer-oriented approach.
• Preferred knowledge includes Active Directory user management, network fundamentals such as Wi-Fi, VPN, TCP/IP, and Microsoft cloud applications.
• Exposure to ITIL frameworks or service desk operations is considered a bonus.

Benefits and Perks

• Work fully remotely within Australia.
• Competitive compensation package.
• Paid onboarding process and thorough initial training.
• Opportunities for career advancement and internal mobility.
• Encouraging and cooperative team atmosphere.
• Flexible scheduling options.
• Paid annual leave along with public holidays.
• Employee wellness initiatives and support programs.
• Access to learning resources and certification support.
• Recognition programs to reward performance achievements.