Empired - Service Desk Engineer Internship

Perth, WA

Empired Ltd is a national IT Services Provider with a broad range of capabilities and a significant player in the West Australian ICT consulting market with an enviable list of blue-chip clients. Empired consultants specialise in the provision of Business Strategy, Requirements Analysis, Solution Architecture, Software Development, Vendor Management and Project Delivery services.

Empired is offering a 6-month Work Integrated Learning scholarship for a student to join their IT Service Desk. The Service Desk Engineer is the key person in the delivery of end-to-end remote technical support to Empired clients.

You need to be customer service oriented and have an outstanding attitude, strong IT skills and the desire to expand your career. Working within a customer focused service desk environment, you possess exceptional customer service skills and have a passionate and dynamic approach to your day to day work load.

Responsibilities include:

  • Respond to cases logged by Customer, Operations and Automated Ticketing.
  • Adhere to Service Level Agreement response and resolution time requirements.
  • Ensure cases are updated daily, or as per customer Service Level Agreement.
  • Ensure all unresolved issues are escalated via the appropriate escalations path in a timely manner.
  • Create and maintain all Operational documents for your assigned client.
  • Retain ownership of Customer issues until resolved, escalated or accepted by another individual.

Required Skills

  • Solid verbal and written communication skills; technical writing
  • Demonstrated knowledge of Windows and MS Office environments
  • Basic understanding of connectivity within a network, understands TCP/IP and name resolution, and familiar with infrastructure services (e.g. DNS, DHCP, WINS).
  • Demonstrated knowledge of networking and client/server environments
  • Good team player;
  • Strong customer service skills with an empathetic approach to service;
  • Ability to work to documented procedures, agreed deadlines and deliver to service level agreements;
  • Ability to take ownership of users’ enquiries, requests and incidents as appropriate;
  • Good analytical and troubleshooting skills

You must be studying toward a recognised qualification in Information Technology / Information Systems


Send your resume, cover letter, current transcript and proof of residency to Leila Enojas at adminwa@acsfoundation.com.au or call 0401 317 879



  • Type

    Work Integrated Learning

  • Company


  • Scholarship Amount


  • Undergrad or Postgrad


  • Length

    6 months

  • Working hours

    Full time

  • Required residency

    Australian citizen or permanent resident

  • Application closing date


  • Expected start date


  • Location

    Perth, WA