L1 Service Desk Engineer

Duco is an evolving force in Australia’s tech landscape, specialising in Managed IT Services and Enterprise Solutions. Driven by a commitment to innovation and excellence, we’re more than just a business — we’re a team that believes in the power of technology to transform and empower. Our mission is to deliver top-tier, forward-thinking solutions that help our clients thrive on a global scale.We are currently seeking a L1 Service Desk Engineer to support one of our biggest client in the hospitality and tourism sector. Key ResponsibilitiesAct as the first point of contact for staff reporting IT issues via phone, email, or chat.Log, categorise and prioritise incoming incidents and service requests accurately.Provide basic troubleshooting and resolution for common hardware, software, and network issues.Assist with password resets, account access, and system permissions.Escalate more complex or unresolved issues to Level 2 or relevant teams.Maintain records of issues and resolutions in the service desk system.Monitor and follow up on open tickets to ensure timely resolution.Support end-users in using company systems, applications and IT resources.Contribute to knowledge base updates and share learnings with the team.Follow IT service management policies and procedures (ITIL best practice where applicable).Qualifications & KnowledgeRelevant IT qualification (Certificate IV in IT, Diploma, or equivalent).At least 2 years experience in a helpdesk, service desk, or IT support role. Understanding of ITIL principles is desirable.Familiarity with Windows, macOS, and common business applications.Basic networking knowledge (LAN/WAN, VPN, Wi-Fi).Strong troubleshooting and problem-solving skills.Good understanding of user account management and access control.Ability to document issues clearly and maintain accurate records.Strong communication and customer service skills.Ability to prioritise tasks and work under pressure.Familiarity with ticketing systems and remote support tools.What We OfferComprehensive Benefits: Access to the Pirkx employee benefits platform covering health, finance, wellbeing, and work-life balance.Dynamic, Collaborative Culture: Innovation, integrity, and teamwork are at the core of how we work and grow together.Flexible work options with an office conveniently located near the Adelaide CBD.Ideal Start Date: ASAP This is a Casual Contract. Duco is an equal-opportunity employer committed to fostering a diverse and inclusive workplace.We encourage individuals from all backgrounds to apply.We are passionate about the growth and development of our people, empowering them to reach their full potential. We move forward by supporting the growth and success of those we work with.