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 devicesManage support tickets from initial triage through to resolution or escalation in line with established processesAccurately capture and maintain detailed records of issues, resolutions, and device ownershipMonitor response and resolution targets to help maintain agreed service levelsEscalate complex technical issues to Level 2 and Level 3 support when further expertise is requiredSupport digital projects through effective post-implementation support and user assistanceContribute to cybersecurity initiatives and promote a strong cyber-safe cultureMaintain and update internal knowledge bases and support documentationManage device lifecycle tracking and provide guidance on hardware and peripheral purchasingEnsure licensing compliance across SaaS and subscription-based platformsCollaborate with internal teams to deliver high-quality, secure, and reliable digital servicesIdentify 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 environmentsExposure to Microsoft 365, Entra (Azure AD), and Azure cloud fundamentalsFamiliarity with Atlassian Cloud tools (e.g. Jira, Confluence)Understanding of networking fundamentals and troubleshooting (CCNA or equivalent desirable)Experience supporting laptops, desktops, and peripheralsStrong problem-solving and analytical skillsExcellent written and verbal communication skillsUnderstanding of IT service management principles and ticketing systems Experience Experience working in IT support or help desk environmentsConfident in managing support tickets and delivering against SLAsExposure to supporting business systems, applications, or platformsExperience assisting with technology rollouts, upgrades, or change initiativesAbility to articulate technical concepts and provide practical solutions to usersExposure 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 lifestylePaid parental leave to support your familySalary packaging options to help you make the most of your incomePurchased leave for greater work-life balanceDiscounted private health careWellbeing programs and employee discountsEducation 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