• Resolving incidents and Service requests that come in via phone and email• Fulfilling all IT helpdesk issues within agreed timeframes• Maintain and update IT assets and knowledge base.• Remote Management and set up of hardware including desktops, laptops, tablets, phones, mobiles and printers• Performing proactive and reactive troubleshooting to identifying potential problems• Participate in projects and initiatives to develop the company's IT infrastructure• Attend meetings as required.• Ensure that documentation is being created and is kept up to date.• Experience with Active Directory, Service Now, Access Now, office 365.• Supported Active Directory users and computers including creating new accounts, resetting passwords and troubleshot share folders permissions issues.• Incident Management Liasing with internal and external 3rd parties (Telstra, Fujitsu) for support on incidents.• Experience in troubleshooting desktop/laptop calls, networks and printers and all the Microsoft office 365 applications.• Coordinate resolutions with development team and project managers.• Providing remote support via phone, email and remote applications, F5 and VPN connect to fix the issues.• Assisted user with covid report and guiding users for SSPR Registration

• Respond to requests for technical assistance in person, via phone, chat or email• Follow up with customers and users to ensure complete resolution of issues• Supported Active Directory users and computers including creating new accounts, resetting passwords and troubleshot share folders permissions issues.• Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades• Resolved complex technical issues that arose on client computer using troubleshooting• Effectively made recommendations to IT users on selection of hardware and software