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Full Time - Permanent
Canning Vale
Information Technology
W. Australia Standard Time
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Level 1 Help Desk Officer

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Delivering a better way with technology solutions, Next Generation Technologies (NGT) helps customers respond and leverage technical innovation to their competitive advantage. Downer has formed the NGT business which delivers state-of-the-art products and services for Smart Cities, ITS (Intelligent Transport Solutions), Communications, Networks and Audio Visual, CCTV, Security and Access Control and Specialised Technology.


Downer is seeking a suitably qualified Level 1 Help Desk Officer to join our Next Generation Technology team based in Canning Vale. 

Responsibilities will include:

  • Provide and maintain professional customer service.         
  • Communicate effectively with client representatives and team members.                                                       
  • Demonstrate an ability to work harmoniously within a team environment, and encourages team members to actively contribute to meeting team objectives and goals.               
  • Prioritise work tasks and complete designated work duties in a timely and efficient manner.                                 
  • Receive, log, and escalate job enquiries.     
  • Carry out first level troubleshooting and investigations.       
  • Co-ordinate scheduling of monthly maintenance.                                                    
  • Prioritise and assign service requests to field and workshop technicians.                                                                  
  • Determine chargeable reasons and closing of service requests.                                                                      
  • Monitor, record, and review incoming logs and servers to capture trends.                                                        
  • Generation of performance reports (key performance indicators).                                                                      
  • Comply with all occupational health & safety and environmental requirements

To be successful for this position you will require:

  • Year 12 or higher
  • Current ‘C’ class driver’s license 
  • Current police clearance certificate (or able to obtain one)
  • Previous exposure in a customer service / high call volume environment and/or a multidisciplinary service desk environment        
  • Good understanding of computers, mobile devices and other tech products.                   
  • Ability to diagnose and resolve basic technical issues.                                                   
  • High level of attention to detail and good organising skills.                                                                                           
  • Intermediate skills Microsoft Office and Excel.
  • Sound data entry and keyboard skills.                                                                                   
  • Ability to follow written and verbal work instructions and procedures as directed.       
  • Work effectively with the team to accomplish team goals, taking actions that respect the needs and contributions of others.
  • Working experience with JDEGS or similar software products would be advantageous.
  • Willing to work shifts and weekends.                                                                    


  • The opportunity to work within an energetic, highly skilled team, with a focus on producing logical, smart designs through innovation and collaboration;
  • A workplace that focuses on Zero Harm, making safety a core part of everything we do;
  • Experience working for a major ASX listed company and the chance to build your professional career in a multi-disciplined business environment.


To apply, follow the links. For more information, please email however please note, we will not accept applications via email.


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