Help Desk Support
Specialist

Works incoming tickets in ConnectWise PSA, Autotask or HaloPSA: identifies the user and site, classifies the issue type, sets priority against that client's agreement, and either resolves it or routes it to the right engineer before the response SLA runs down.

Handles password resets, account unlocks and MFA re-registration in Microsoft Entra ID or on-premises Active Directory, verifies the caller against the client's agreed identity check before touching anything, and records which verification method was used on the ticket.

Runs the client's onboarding checklist: creates the account, assigns the Microsoft 365 licence, adds security and distribution groups, sets mailbox and file share permissions, and enrols the laptop in Intune so the machine arrives configured on the person's first day.

Blocks sign-in, revokes active sessions, converts the mailbox to shared, applies forwarding or delegation as the client instructs, reclaims the licence, wipes or retires the device in Intune, and documents exactly what was removed and when.

Works through Outlook profile problems, OneDrive and SharePoint sync failures, Teams audio issues, printer and driver faults, VPN connection drops and slow machines over a remote session through the RMM, and writes the actual fix into the ticket rather than closing it silently.

Picks up alerts from NinjaOne or Datto RMM — low disk space, failed patches, offline agents, antivirus detections — checks whether the alert is genuine, remediates the routine ones, and raises a ticket against the client for anything needing an engineer.

Checks the backup dashboards for the clients on the morning run sheet, chases failed and partial jobs, confirms retention still matches the client's agreement, and escalates repeated failures to the engineer rather than simply clearing the alert.

Processes requests for shared mailbox access, folder permissions, distribution list changes and software installs, checks the request carries approval from the client's authorised contact, and applies the change against the documented standard for that site.

Enters time on every ticket to the correct client, contract and work type so the account manager can see what sits inside the managed agreement and what is billable project or out-of-scope work at the end of the month.

Updates the client's documentation in IT Glue or Hudu whenever something changes — a new server, a replaced firewall, a changed process, retired hardware — and writes up recurring fixes so the next technician does not rediscover them from scratch.

Works the Australian business day, or the overnight monitoring window ahead of it, so tickets logged after the local team goes home are picked up, triaged, and either resolved or sitting with a full history when the office opens.

Escalates with the steps already tried, the verbatim error text, the affected users and sites, when it started and what changed immediately before, and stays on the ticket as the user's point of contact until it closes.