1. Opportunity to work within the government.
2. Be a part of the team that aims to make a difference.
3. Immediate Start
About the Role
One of our government clients is looking for a service desk officer to join their team. A Service Desk Officer/Analyst is a crucial link between end-users and technical support teams.
Roles and Responsibilities
4. Provide expert-level technical support and guidance to level 1 support and end-users for complex issues that require deeper technical knowledge and troubleshooting skills.
5. Serve as a point of escalation for challenging incidents or requests that cannot be resolved by level 1 support. Collaborate with higher-level support teams to find solutions.
6. Identify inefficiencies in the service desk processes and suggest improvements to streamline workflows, enhance customer satisfaction, and reduce incident resolution times.
7. Help establish and track key performance indicators (KPIs) and metrics for the service desk team, ensuring that SLAs are met and maintaining high levels of service quality.
8. Assist in managing changes to systems, applications, and processes, ensuring smooth transitions and minimal disruptions for end-users.
What you’ll need to succeed
9. A deep understanding of a wide range of IT systems, software applications, and networking concepts is crucial for addressing complex technical issues and providing expert-level support.
10. Excellent written and verbal communication skills are essential for effectively conveying complex technical information to both technical and non-technical audiences.
11. Strong analytical skills to identify inefficiencies in support processes and develop effective strategies for process enhancement technical information to both technical and non-technical.
If you would like to have a confidential conversation about the role, feel free to reach out to Fatuma Mmbaga on 02 9250 8046.