IT Helpdesk Support

About the Company: Established in 2014, Faithfull is an International Fashion label, which fuses Scandinavian simplicity with Australian laid-back spirit, created within the island life ambience of Bali. Our pieces are designed with the modern traveller in mind. We are committed to creating thoughtfully produced, socially responsible garments and aim to minimise our environmental footprint and maximise our positive social impact. Faithfull is committed to creating thoughtfully produced, socially responsible garments. From our manufacturing choices and commercial practices to our organisational culture, community investment, environmental footprint and social impact, we ensure that each step is positive one and one that falls in line with our brand’s value’s.

Faithfull has been proudly B-Corp Certified since 2021 and was recertified at the end of 2024. About the Role: We’re hiring a Level 1 IT Helpdesk Support to join our IT team. You’ll be the first point of contact for users, resolving desktop, mobile and basic network issues, managing tickets and escalating complex incidents. Ideal for an entry‑level candidate with strong customer service, basic technical skills and a desire to grow in IT. CompTIA A+ and ITIL Foundation are a plus.

Key Responsibilities: Act as the primary contact for user IT incidents and service requests (phone, email, chat, ticket portal). Log tickets with accurate details, categorize and prioritize per SLA.

Troubleshoot and resolve common desktop/laptop issues (Windows/macOS), mobile device issues (iOS/Android), Office 365 / Google Workspace problems, password resets and account unlocks (Active Directory/Azure AD). Support standard business applications, email, basic network connectivity (Wi‑Fi, VPN) and printing/scanning problems. Use remote support tools (e.g., Microsoft Remote Desktop, AnyDesk, TeamViewer) to assist users.

Follow documented runbooks and knowledge‑base articles; update documentation with new solutions and common fixes. Escalate complex incidents to Level 2/3 teams with full diagnostic notes and steps already taken. Track ticket progress and communicate status updates to users until resolution.