M&T has partnered with a great organization to deliver high-quality end-user digital services. The Service Desk Officers will play a key role in Incident Management and Request Fulfillment across multiple locations.
This is an opportunity to make a significant impact in a dynamic environment, leveraging certifications such as Microsoft, CompTIA, or equivalent in Information Technology.
Key Responsibilities
* Receive, log, resolve, and escalate service requests and incidents within agreed service levels.
* Maximize resolution at the first point of contact, allocating requests based on resolver group availability, and escalating as necessary.
* Provide timely and accurate updates in the call logging system, identifying urgency and impact, and investigating issues to implement remedies and preventative measures.
* Educate customers on digital technologies and promote Digital Self-Serve for operational efficiency.
* Install and configure software to Digital standards, ensuring connectivity and functionality.
* Contribute to the improvement of Service Desk processes, documentation, and training materials.
Requirements
* Knowledge of Service Desk systems and IT tools.
* Proficiency in resolving issues with PC systems, peripherals, operating systems, and common desktop applications (e.g., MS Office, Internet Explorer, email).
* Experience with deployment and configuration scripts on a Microsoft platform and software installation packages.
* Understanding of IT service principles and service levels.
* Strong communication, teamwork, stakeholder management, and customer service skills.
* Ability to work collaboratively in a high-performing, motivated team.
* Customer-centric mindset, utilizing insights to enhance Digital Products and Services.
* Experience in developing and updating work instructions/processes and facilitating training.
* Adaptability to emerging technologies in a fast-paced environment.
Locations
The role is offered at multiple locations: Alma St, Rockhampton; Flinders St, Townsville; Adelaide St, Maryborough; Hampton St, Toowoomba; Cemetery Rd, Mackay.