First Level Helpdesk Support Technician

The First Level Helpdesk Support Officer provides initial technical assistance to students, faculty, and staff. This role involves diagnosing and resolving basic technical issues, managing user accounts, and ensuring the smooth operation of Curtin University IT services and asset management.

Key Responsibilities:

1. Initial Contact and Issue Logging:

• Respond to support requests via phone, email, chat, or in person.
• Log all support requests in the helpdesk system, ensuring accurate and detailed records.

2. Basic Troubleshooting:

• Diagnose and resolve common technical issues, such as password resets, software installation, and basic network connectivity problems.
• Provide step-by-step instructions to users for resolving simple issues.

3. User Account Management:

• Assist with account creation/deletion, password resets, and permissions management.
• Ensure users have appropriate access to university systems and resources.

4. Software Support:

• Help with the installation and configuration of university-approved software.
• Provide guidance on using common applications like email, learning management systems, and productivity tools.

5. Hardware Support:

• Troubleshoot basic hardware issues with computers, printers, cctv, door access, IP phones and other peripherals.
• Assist with connecting devices to the university network.

6. Escalation:

• Identify issues that require more advanced technical knowledge and escalate them to second-level support or specialized teams.
• Ensure proper documentation of the issue and steps taken before escalation.

7. Knowledge Base Maintenance & Documentation:

• Contribute to the creation and updating of a knowledge base with solutions to common problems.
• Provide users with self-help resources and guides.

8. Communication and Follow-Up:

• Keep users informed about the status of their support requests.
• Follow up to ensure issues are resolved to the user's satisfaction.

9. Training and Education:

• Offer basic training sessions or workshops on common software and systems.
• Provide one-on-one assistance to help users become more proficient with technology.

10. System Monitoring:

• Monitor university systems for potential issues and proactively address them.
• Report any significant outages or disruptions to the appropriate teams.

11. Any other ICT tasks as assigned by the ICT Director.

About you

To be successful in this role, you will have:

• A high school Diploma or Degree in IT or a related field is preferred.
• At least 6 months of experience in a technical support role.
• Basic knowledge of computer hardware, software, and network systems.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer service-oriented with a positive attitude.
• Good verbal and written communication skills in English and Bahasa Malaysia.
• A result-oriented and good team player.
• Fresh graduates in IT-related or IT/Computer Science/Infrastructure fields are encouraged to apply.
• Must be IT savvy with good knowledge of using mobile phone devices and personal computers.
• Display strong initiative, be highly motivated, be committed to the tasks assigned and be able to work independently.
• Must be a trustworthy and responsible person with good integrity and accountability.