Helpdesk Technician - Secure Agencies

Helpdesk Technician

• Location: ACT, NSW, VIC
• Rate: circa $38-$40 per hour incl super
• Contract: 3 months
• Mandatory: Baseline security clearance

 

About the Role

We are seeking a customer-focused and detail-oriented Helpdesk Technician to join our team. In this role, you will be the first point of contact for clients across Australia, providing exceptional ticket triage, service coordination, and customer support.

As a critical member of the team, you will ensure service requests and incidents are accurately logged, prioritised, and routed to the appropriate technical teams, helping us consistently meet service level agreements (SLAs) and deliver outstanding client experiences.

Key Responsibilities

• Act as the first point of contact for client enquiries and service requests via phone, email, and ticketing systems.
• Accurately log, categorise, and prioritise incidents and service requests.
• Monitor, track, and communicate ticket progress, ensuring timely updates and resolution within agreed KPIs.
• Assign and escalate tickets to the appropriate technical teams when required.
• Coordinate service appointments, site access arrangements, and scheduling with clients and field technicians.
• Maintain accurate records of client interactions and service activities.
• Assist with reporting activities, including service metrics, ticket trends, and performance analysis.
• Support the delivery of high-quality customer service and positive client relationships.
• Ensure compliance with security, confidentiality, and organisational procedures.
• Collaborate with internal teams including Projects, Procurement, and Logistics to support service delivery outcomes.

About You

You are highly organised, customer-focused, and thrive in a fast-paced service environment. You have excellent communication skills, a keen eye for detail, and the ability to manage multiple priorities effectively.

To be successful in this role, you will have:

• Previous experience in a Helpdesk, Service Desk, Customer Support, or Service Coordination role.
• Strong experience using ticket management or service desk platforms.
• Excellent verbal and written communication skills.
• Strong organisational and time management abilities.
• Experience working within KPI- or SLA-driven environments.
• Proficiency in Microsoft Office applications, particularly Outlook, Excel, and Word.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A commitment to maintaining confidentiality and handling sensitive information appropriately.

Desirable

• Experience supporting government, secure agencies, or highly regulated environments.
• ITIL Foundation certification or knowledge of IT Service Management practices.
• Experience with service reporting and performance metrics.

If you're passionate about delivering exceptional customer service and enjoy working in a dynamic service environment, we'd love to hear from you.

How to Apply:

Please upload your resume to apply. We will be in touch with further instructions for suitably skilled candidates. Please note that you will be required to complete selection criteria to complete your application for this role.

Call Katrina Gabriel on 0489 923 756 or email katrinag@whizdom.com.au for any further information.

Candidates will need to be willing to undergo pre-employment screening checks which may include, ID and work rights, security clearance verification and any other client requested checks.