Job Summary
This is an opportunity to make a significant impact in a dynamic and ever-changing environment as a Service Desk Officer. The role involves delivering high-quality end-user digital services, playing a key role in Incident Management and Request Fulfillment.
About the Role
We are seeking candidates with certifications such as Microsoft, CompTIA, or equivalent in Information Technology to join our team.
Key Responsibilities:
* Receive, log, resolve, and escalate service requests and incidents
* Maximize resolution at the first point of contact, allocate requests based on resolver group availability, and escalate 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.
* Respond to customer requests within agreed service levels, ensuring effective communication and resolution.
* 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.
Multiple Locations
The role is offered at multiple locations:
Alma St, Rockhampton
Flinders St, Townsville
Adelaide St, Maryborough
Hampton St, Toowoomba
Cemetery Rd, Mackay