IT Support Officer (Helpdesk Support)

Job Brief  

We are seeking a responsive and detail-oriented IT Support Officer (Helpdesk Support) to provide first-line technical support to staff across Australian offices. Operating as an integral part of the IT team, this role is responsible for diagnosing technical issues, managing helpdesk tickets, and ensuring end-user devices, accounts, and connectivity remain fully operational. By delivering prompt customer service, upholding strict ISO27001 and ACSC Essential Eight security protocols, and executing user onboarding workflows, the successful remote professional will maintain business continuity and elevate overall service desk performance. 

Responsibilities: 

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  Helpdesk Ticket Management Action, prioritize, and resolve day-to-day IT support requests logged via the internal ticketing system, ensuring end users are kept informed of progress.  

  
  

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  Incident Diagnosis & Escalation Diagnose and resolve common hardware, software, and Microsoft 365 issues, escalating complex technical problems to senior sysadmins with detailed notes.  

  
  

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  User Onboarding & Account Administration Set up, configure, and disable user accounts, mailboxes, and permissions across Active Directory/Entra ID and Microsoft 365 environments.  

  
  

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  End-User Device Provisioning Remotely configure, deploy, and manage laptops, mobile devices, and peripherals using Microsoft Intune and mobile device management tools.  

  
  

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  Network & Systems Maintenance Troubleshoot basic DNS, DHCP, and VPN network connectivity issues while assisting with routine system patching, backup monitoring, and maintenance.  

  
  

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  IT Security & Compliance Oversight Follow strict data-handling policies for sensitive information, support ISO27001 compliance, maintain Essential Eight registers, and report security threats promptly.  

  
  

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  Documentation & Asset Tracking Maintain accurate IT asset registers, licence records, and knowledge base articles to document technical solutions and support continuous improvement 

  
  

Requirements: 

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  Minimum of 2 to 3 years of proven helpdesk or service desk experience supporting end users in a professional business environment.  

  
  

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  Strong working knowledge of Microsoft Windows operating systems and Microsoft 365 business applications (Exchange, Teams, SharePoint, OneDrive).  

  
  

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  Demonstrated experience managing user accounts, permissions, and group policies within Active Directory / Entra ID (Azure AD).  

  
  

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  Practical understanding of core network protocols (DNS, DHCP, VPN) and remote desktop support tools.  

  
  

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  Sound cybersecurity awareness, including familiarization with ISO27001 frameworks, ACSC Essential Eight alignment, and threat identification.  

  
  

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  Exceptional written and verbal English communication skills with a strong, customer-focused service ethos.  

  
  

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  Proven ability to work autonomously in a remote setup, manage changing ticket priorities, and collaborate effectively across time zones. 

  
  

Software Proficiency: 

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  Microsoft 365 Admin Suite (Exchange, Teams, SharePoint, OneDrive)  

  
  

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  Microsoft Intune / Entra ID (Azure AD)  

  
  

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  ServiceDesk Plus (or similar PSA/Ticketing systems)  

  
  

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  Remote Desktop & VPN Tools  

  
  

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  Windows Operating System 

  
  

Education: 

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  Bachelor's Degree in Information Technology, Computer Science, or a related discipline.  

  
  

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  Industry certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals (MS-900) are highly regarded. 

  
  

Personal Attributes: 

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  Service-oriented with a positive attitude and a passion for assisting non-technical end users.  

  
  

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  Methodical problem-solver with strong analytical capability and high attention to detail.  

  
  

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  Highly security-conscious, discreet, and deeply committed to data confidentiality.  

  
  

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  Adaptable, versatile, and resilient when handling unexpected demands under minimal supervision. 

  
  

Time Zone: Australian Business Hours 

Applicant Location: Must be locatedin the Philippines 

About Outdesk  

Outdesk is the collaboration of Filipino and Australian professionals who shared a common goal to deliver a better offshore staffing solution to the SME market. We wanted to make it easier for businesses to engage, implement & manage a Philippines based staff member.  

Employee Benefits  

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  Paid Leave  

  
  

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  13th Month Pay  

  
  

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  SSS  

  
  

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  Philhealth  

  
  

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  Pag-Ibig   

  
  

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  BIR  

  
  

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  HMO