# IT Helpdesk & Support

**Company**: Mable
**Location**: Melbourne
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: Permanent - Full time
**Category**: IT
**Industry**: Technology

**Apply**: https://jobs.lever.co/mable/1376613a-5fc7-4e90-9a54-77049088c519?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f685f692-f2a

## Description

The IT Helpdesk & Support role keeps the people behind Mable and HomeMade productive, secure and connected, while helping transform how IT support is delivered across our brands.

Alongside providing responsive Level 1 and 2 support, you’ll help the team pursue three goals: eliminating issues through proactive maintenance and self-service; automating routine service requests such as onboarding, offboarding, and access changes; and using AI to increase our capacity for planned project work and initiatives.

## Key Responsibilities:

### Deliver Great Support

- Take ownership of support requests from start to finish for staff across Mable and HomeMade, whether in person or remotely, ensuring each is resolved efficiently and effectively.

- Troubleshoot and investigate issues, escalating to other teams, squads or third-party vendors when needed.

- Administer and support core SaaS and collaboration platforms, including Google Workspace, JumpCloud, Slack, Atlassian and Zoom.

- Support telephony and contact centre services (Zoom Contact Center), including user setup, basic queue and configuration changes.

- Support information security controls by maintaining accurate access and asset records, participating in periodic access reviews, following team procedures, and promoting good security practices with staff.

### Eliminate Incidents & Issues

- Keep laptops and devices up to date, patched and protected through endpoint management, so issues are prevented before they reach staff.

- Participate in incident management, problem resolution and root cause analysis, with a focus on fixing underlying causes rather than symptoms.

- Create and maintain knowledge base articles and self-help content that let staff resolve common issues themselves.

- Use incident trends to identify recurring issues and recommend permanent fixes.

### Automate Service Requests

- Manage the identity and access lifecycle (onboarding, offboarding and access changes), and help design, build and maintain automated workflows that fulfil these requests with minimal manual effort.

- Manage the IT asset lifecycle (provisioning, refresh and retirement), using automation to keep asset records accurate and processes consistent.

- Streamline software and application deployment through automated, policy-based delivery.

- Document procedures for both manual and automated processes so they’re repeatable and auditable.

### AI Assisted IT Work

- Use AI tools to speed up troubleshooting, documentation, scripting and analysis, increasing the team’s capacity for planned project work.

- Identify opportunities to apply AI and automation to support processes, and help test and adopt new tooling.

- Participate in planning, executing and delivering key projects and initiatives as needed.

## Skills, Knowledge and Experience

- 2–3 years’ experience in an IT support or service desk role across Level 1 and Level 2.

- Hands-on administration of a cloud identity and productivity platform (Google Workspace or Microsoft 365/Entra ID), including user lifecycle, groups, MFA and SSO.

- Experience with endpoint or mobile device management (e.g. JumpCloud, Intune, Jamf) across macOS and Windows, including patching and policy compliance.

- Experience using an ITSM tool (e.g. Jira Service Management, ServiceNow, Freshservice) and working to ITIL-aligned practices for incidents, requests, problems and changes.

- Sound troubleshooting across laptops, peripherals, SaaS applications and basic networking.

- A demonstrated aptitude for automation: you look for ways to remove repetitive work, and can point to something you’ve streamlined or automated.

- Practical use of AI tools (e.g. Claude, ChatGPT, Copilot) to work faster, and a genuine interest in applying them to IT work.

- Clear written communication, including documentation and self-help content for non-technical users.

- A strong customer-service mindset and the ability to manage competing priorities with minimal supervision.

- A good understanding of security fundamentals such as access control, least privilege, phishing awareness and safe data handling.

## Skills

### Required
- Google Workspace
- JumpCloud
- endpoint management
- ITSM tool
- troubleshooting
- automation
- AI tools
- written communication
- customer-service mindset
- security fundamentals

### Nice to have
- Atlassian administration
- Zoom Phone
- Zoom Contact Center
- cloud telephony
- ITIL 4 Foundation
- CompTIA A+/Network+
- vendor certifications

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/mable/1376613a-5fc7-4e90-9a54-77049088c519?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)