ICT Service Desk Officer

Connectiv | Perth, WA Empowering people through technology. Connectiv is a leading Managed ICT and Network Services Provider, and Telstra's No. 1 Platinum Partner in WA.We help organisations thrive through reliable, scalable technology - partnering with clients to understand their environments and deliver trusted, proactive IT solutions that enable their people to work smarter. Job Summary We're looking for an enthusiastic Level 1 ICT Service Desk Officer to join our Managed ICT team. You'll be the first point of contact for client and internal IT support needs — resolving issues, coordinating escalations, and keeping customer environments running smoothly. This role is ideal for someone with solid technical foundations, a passion for structured problem‑solving, and a genuine commitment to customer service excellence. You’ll work within an experienced team, following ITIL‑aligned processes and MSP best practices, with mentorship and opportunities to develop your skills across a wide range of technologies. About the Role Act as the first point of contact for client support requests via phone, email, and ticketing system. Troubleshoot hardware, software, and network issues in Windows and Microsoft 365 environments. Perform device setup, configuration, patching, and upgrades of EUC devices, servers (physical and virtual) and networks in line with Connectiv’s and customer standards. Monitor and maintain client systems including backups, AV/EDR, spam filtering, and endpoint protection. Follow defined triage, escalation, and communication processes to ensure smooth handover of complex issues. Maintain accurate, high‑quality documentation in our knowledge base and service records. Participate in team meetings, knowledge‑sharing, and continuous improvement initiatives. Assist with project‑related work and user onboarding/off‑boarding activities as required. Skills & Experience Minimum 2‑3 years of technical, customer‑facing ICT Service Desk experience in an ITIL‑aligned environment. Demonstrated customer service experience, ideally in a technical support role. Strong troubleshooting and problem‑solving skills across Microsoft Windows and M365 environments. Understanding of TCP/IP networking fundamentals. Experience using professional ticketing tools (TopDesk, ConnectWise, ServiceNow, or similar). Excellent communication skills — clear, calm, and empathetic under pressure. Organised and detail‑oriented, with the ability to prioritise effectively. Familiarity with ITIL frameworks and structured MSP workflows (desirable). Qualifications Required: Diploma in Information Technology, industry certification or equivalent practical experience. Candidates without formal qualifications must possess a minimum of 3+ years equivalent practical experience in ICT support roles. Valid Driver’s Licence. Preferred: Microsoft, CompTIA, or ITIL certifications. Experience working in an MSP or multi‑client environment. Why Join Connectiv Collaborative, growth‑focused team culture with opportunities to progress. Exposure to diverse client environments and technologies. Training and certification support to build your career pathway. Work‑life balance with structured hours and flexible arrangements where possible. Modern office environment with regular team events and recognition initiatives. Other Requirements Full Permanent Rights to work in Australia. Current Police Clearance (or ability to obtain). Willingness to undergo pre‑employment checks as required. Join a team where your curiosity, professionalism, and initiative make a difference every day. Apply now Apply now to start your journey with Connectiv as a valued member of our Service Desk. #J-18808-Ljbffr