Provides first-line IT support through phone, email, chat, and self-service channels. Logs and prioritizes incidents in an ITSM system, troubleshoots hardware, software, connectivity, and printing issues, and escalates complex problems to specialist teams. Maintains documentation and IT inventory while delivering patient, customer-focused assistance to non-technical users.
About the role:
As End User Support, you’ll be the first point of contact of our IT service, responding to support requests, logging and tracking incidents, and providing basic technical assistance across hardware, software and connectivity issues.
You’ll focus on delivering an exceptional customer experience, resolving immediate issues where you can, and efficiently escalating more complex problems to our specialist IT teams in Australia and France. This role is highly customer‑facing and ideal for someone passionate about technology and keen to build a career in IT support.
A Day in the Life:
Whilst there’s no typical day in the dynamic world of media, you can expect your role to involve the following:
- Act as the first point of contact for IT support, answering incoming requests via phone, email, chat and the self‑service portal in a timely, professional and courteous manner.
- Log, categorise and prioritise all IT incidents and service requests in the IT Service Management (ITSM) system (e.g. ManageEngine), keeping end‑users informed of progress and managing expectations until issues are fully resolved.
- Provide first‑line troubleshooting for common issues, including basic hardware (monitors, keyboards, mice, docking stations), standard software (Microsoft Office, web browsers), local network connectivity (e.g. Wi‑Fi) and local printing/scanning.
- Escalate more complex technical problems to Tier 2/Tier 3 or specialised teams, ensuring all troubleshooting steps are documented and logging issues with corporate IT teams in Australia and France as required (e.g. Active Directory, Microsoft licensing, server management).
- Support IT processes and documentation by contributing to the IT knowledge base (common fixes, FAQs, step‑by‑step guides) and assisting with IT inventory tracking, such as newly deployed and returned laptops.
- Collaborate with the wider IT team, demonstrating a positive, customer‑focused mindset, learning from senior technicians and contributing to a supportive, high‑performing team environment.
About You:
You’re customer‑focused and patient, with a genuine desire to help people and a strong interest in technology. You’re comfortable communicating clearly with non‑technical users and enjoy solving problems.
You’ll bring:
- Strong commitment to providing a positive, empathetic and patient customer experience.
- Excellent verbal and written communication skills, with the ability to explain basic technical concepts to non‑technical users.
- Familiarity with Windows and/or macOS operating systems, standard office software, and basic computer hardware components.
- Strong analytical skills with a logical approach to diagnosing issues and finding solutions.
- Ability to multitask, prioritise a busy queue of incoming requests, and manage your time effectively.
Preferred (but not required):
- Previous experience in a customer service or call centre environment.
- An IT‑related diploma, certificate, or currently pursuing an IT degree.
- Familiarity with IT ticketing or ITSM software.
Why join JCDecaux:
At JCDecaux your wellbeing, health, and safety are our top priority. We value and reward your contributions and ensure Belonging and Inclusion are at the heart of everything we do.
Benefits on offer:
- Opportunity to get an additional week of annual leave after your first year (25 days), volunteer leave, and dedicated celebration and wellness days.
- Participation in our bonus or OTE programs
- Access to comprehensive training and development opportunities, including personalised development plans and a range of in-person and online courses to support your career journey. Development which enables you to advance and reach your full potential.
- Parental leave and Market-leading fertility leave.
- Fully supported hybrid working arrangements (subject to role).
- Opportunities to be part of employee-led steering committees across Diversity & Inclusion, Reconciliation Action Plan (RAP), Corporate Social Responsibility (CSR) and Sustainability. Our dedicated DEIB committee champions are involved in initiatives like Pride Panel, International Women’s Day, and RAP. We also proudly partner with charities such as R U OK?, Oz Harvest, and Thread Together.
Join us and be part of a company where your ideas matter, your growth is a priority, and your contributions will help us lead the way in transforming the Out-of-Home landscape.
JCDecaux Australia Sydney, New South Wales, AUS Office
180 George Street, Level 11, Sydney, New South Wales, Australia, 2000
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