ICT Service Desk Officer

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 enable businesses to succeed by delivering reliable, scalable technology solutions. Our team works closely with clients to understand their unique environments, providing proactive IT support that empowers people to work smarter and more efficiently. Job Summary As a Level 2 ICT Service Desk Officer, you will play a pivotal role in providing advanced technical support to our clients. Reporting to the Service Delivery Manager, you will collaborate closely with the ICT and Engineering teams to detect, diagnose and resolve complex IT issues, manage service requests, and ensure the highest standard of service delivery. We are looking for someone who is passionate about problem-solving, efficiency, and delivering exceptional outcomes. The ideal candidate will be proactive in responding to challenges, with a strong drive to improve processes and ensure excellent customer experiences. This role is based primarily at our Osborne Park office, with occasional travel to client sites in the Perth metropolitan area and regional areas. Hybrid working is available after successful completion of the probationary period. Key Responsibilities Provide Level 2 support across a range of IT issues, including server, network, hardware, software, operating systems, and applications. Respond to and manage service desk tickets promptly, delivering high-quality support. Mentor and support Level 1 Service Desk team members, providing guidance and assistance where necessary. Perform root‑cause analysis on critical or recurring incidents. Troubleshoot and resolve escalated technical issues, ensuring efficient and effective resolution. Maintain clear, detailed documentation of support activities, solutions, and client interactions. Collaborate with cross‑functional teams to resolve complex technical issues and enhance service delivery. Skills & Experience 2–3 years’ experience in a customer‑facing ICT Service Desk role, preferably in an ITIL‑aligned environment. Eligibility to permanent full‑time work in Australia. Approachable, proactive, and solutions‑oriented with a can‑do attitude. Proven experience in a Level 2 support role within an MSP or similar environment. Strong experience with Active Directory, Office 365, Azure Active Directory, cloud services, and remote management tools. Excellent problem‑solving skills with a keen attention to detail. Outstanding communication skills — able to remain calm, clear, and empathetic under pressure. Required Diploma in Information Technology, or equivalent industry certification or practical experience. Strong knowledge of Windows operating systems, Microsoft 365, SharePoint, and storage and backup solutions. Experience with remote desktop environments, desktop and notebook hardware installation/configuration, and application deployment. Preferred Microsoft, CompTIA, or ITIL certifications. Experience in a multi‑client MSP environment. Why Join Connectiv? A collaborative team culture focused on growth, with opportunities for career advancement. Exposure to diverse client environments and cutting‑edge technologies. Training and certification support to enhance your skills and career pathway. Work‑life balance with structured hours and flexible arrangements where possible. A modern office environment with regular team events and employee recognition initiatives. Additional Requirements Permanent full‑time working rights in Australia. Current Police Clearance (or ability to obtain). Willingness to undergo pre‑employment checks as required. #J-18808-Ljbffr