Level 1 Service Desk Agent (Part-Time)

Salary: $60,000 – $70,000 per year

About the role

We're looking for a part-time Level 1 Service Desk Agent to work from our Lane Cove West office, Monday to Friday from 1pm to 5pm. You'll be the first point of contact for our clients, vendors and contractors.

Key responsibilities

• Make and take phone calls with clients, vendors and field contractors to log faults, confirm site details, arrange attendance and give status updates

• Log, categorise and prioritise incidents and service requests from phone, email, web forms and partner portals in Zendesk

• Triage tickets against client SLAs (4-hour, NBD) and escalate to L2/L3 or the Service Desk Lead when needed

• Dispatch field engineers across AU/NZ, confirming access, contacts, parts and ETAs, then follow up to confirm attendance and completion

• Track advance parts replacement shipments and returns with couriers, warehouses and vendors

• Update vendor and partner ticketing systems to their process requirements

• Monitor shared mailboxes and queues, including Remote Hands requests

• Gather key information before engaging engineers, such as serial numbers, logs, photos and fault descriptions, and do basic first-line troubleshooting

• Write accurate shift handover notes and contribute to knowledge base articles

• Follow ITSM-aligned incident, request and change processes

About you

• Excellent spoken and written English, with a clear and professional phone manner

• Minimum 1years' experience in an IT service desk, helpdesk, NOC or dispatch role

• Hands-on experience with a ticketing platform

• Understanding of ITSM concepts: incidents vs requests, priorities, SLAs and escalation

• Strong attention to detail, and able to juggle multiple calls and tickets at once

• Confident with Microsoft 365 (Outlook, Teams, Excel)

• Available Monday to Friday, 1pm–5pm (20 hours per week)

• Current Australian driver's licence

• Zendesk experience, including views, macros, triggers, SLA policies and ticket fields (preferred)

• ITSM Foundation certification or other formal ITSM training (preferred)

About us

BWR Technologies is an Australian ICT field services company. We provide 24/7 field support, service desk operations, advance parts replacement, third-party maintenance, logistics and project delivery across Australia, New Zealand and APAC. Global maintenance providers, enterprise clients and retail clients rely on us as their field execution and remote support partner.

Benefits

• Consistent part-time hours, Monday to Friday afternoons

• Opportunity to increase hours and progress to Level 2 and coordination roles

• Onsite parking, and close to public transport

• Exposure to global technology partners and enterprise clients

• A small, close-knit team where your input counts

• Training and ongoing development