Help Desk Officer

Apply Job no: AJNKK Category: Technology, Digital Operations ABOUT THE ROLE We are seeking a customer-focused Help Desk Officer to join our Digital Operations team. In this role, you will deliver primarily Level 1 IT support, with some Level 2 exposure, to resolve technical issues across Ampcontrol's systems, applications, and devices. You will manage support tickets, troubleshoot user issues, and work closely with the wider IT team to maintain reliable and secure digital services. This role also provides exposure to digital projects, cybersecurity initiatives, and continuous improvement activities. This is an opportunity to build broad IT capability across support, systems, cybersecurity, and continuous improvement in a practical, business-facing environment. KEY RESPONSIBILITIES Provide phone, email (ticket), and walk-in technical support across approved platforms, applications, and devices Manage support tickets from initial triage through to resolution or escalation in line with established processes Accurately capture and maintain detailed records of issues, resolutions, and device ownership Monitor response and resolution targets to help maintain agreed service levels Escalate complex technical issues to Level 2 and Level 3 support when further expertise is required Support digital projects through effective post-implementation support and user assistance Contribute to cybersecurity initiatives and promote a strong cyber-safe culture Maintain and update internal knowledge bases and support documentation Manage device lifecycle tracking and provide guidance on hardware and peripheral purchasing Ensure licensing compliance across SaaS and subscription-based platforms Collaborate with internal teams to deliver high-quality, secure, and reliable digital services Identify opportunities for process improvement and contribute to continuous improvement initiatives ABOUT YOU Education & Qualifications Bachelor's degree or Cert IV in Information Technology or relevant industry experience in IT support or cloud-based technologies Technical Skills Experience with Windows Workstations and Windows Server environments Exposure to Microsoft 365, Entra (Azure AD), and Azure cloud fundamentals Familiarity with Atlassian Cloud tools (e.g. Jira, Confluence) Understanding of networking fundamentals and troubleshooting (CCNA or equivalent desirable) Experience supporting laptops, desktops, and peripherals Strong problem-solving and analytical skills Excellent written and verbal communication skills Understanding of IT service management principles and ticketing systems Experience Experience working in IT support or help desk environments Confident in managing support tickets and delivering against SLAs Exposure to supporting business systems, applications, or platforms Experience assisting with technology rollouts, upgrades, or change initiatives Ability to articulate technical concepts and provide practical solutions to users Exposure to cybersecurity EMPLOYEE BENEFITS At Ampcontrol, we believe great work deserves great rewards. When you join us, you'll have access to a wide range of benefits designed to support your wellbeing, lifestyle, and career growth, including: Flexible work arrangements to suit your lifestyle Paid parental leave to support your family Salary packaging options to help you make the most of your income Purchased leave for greater work-life balance Discounted private health care Wellbeing programs and employee discounts Education assistance and career development support READY TO CHALLENGE THE FUTURE? If you are ready to grow your IT career and contribute to reliable, secure digital services, we encourage you to apply now. Learn more about what it's like to work at Ampcontrol by visiting www.ampcontrolgroup.com We value Equity, Diversity and Inclusion and are committed to Reconciliation through our Reflect Reconciliation Action Plan. Join us in our journey toward reconciliation and positive community impact. Published on 19 Jun 2026, 1:46 AM