Tecala is an Australian managed IT services and cloud solutions provider that helps organizations modernize and manage their technology environments. The company specializes in cloud services, cybersecurity, managed infrastructure, digital workplace solutions, networking, data protection, and IT consulting. Tecala serves clients across industries including healthcare, financial services, education, government, and commercial enterprises.
A Helpdesk Analyst provides first-level IT support by diagnosing and resolving hardware, software, and network issues. The role ensures users receive timely technical assistance while maintaining high service standards and minimizing system downtime.
Key Responsibilities:
- Respond to IT support requests via phone, email, chat, or ticketing systems.
- Troubleshoot hardware, software, network, and application issues.
- Log, prioritize, and manage incidents using an IT service management (ITSM) system.
- Install, configure, and maintain desktops, laptops, printers, and peripheral devices.
- Assist users with password resets, account management, and software installations.
- Escalate complex issues to second- or third-level support teams.
- Monitor support tickets to ensure resolution within service level agreements (SLAs).
- Create and update technical documentation and knowledge base articles.
- Support IT security procedures and endpoint management.
- Provide excellent customer service and user training on basic IT systems.
Pay: From $7,500.00 per month
Benefits:
- Childcare assistance
- Company car
- Dental insurance
- Health insurance
- Life insurance
- Parental leave
- Professional development assistance
- Profit sharing
- Relocation assistance
- Vision insurance
Work Location: In person
