QLD Other IT & Telecomms Help Desk / Support 6 months contract extensions Excellent remuneration Different work locations M&T has partnered with a great organization in their search for Service Desk Officers for multiple locations, to deliver high-quality end-user digital services, playing a key role in Incident Management and Request Fulfillment. This is your chance to make a significant impact in a dynamic and ever-changing environment. Candidates with certifications such as Microsoft, CompTIA, or equivalent in Information Technology will have a strong foundation to thrive and excel in this role. Some of the 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. What We’re Looking For: 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. This role is offered at multiple locations: Alma St, Rockhampton Flinders St, Townsville Adelaide St, Maryborough Hampton St, Toowoomba Cemetery Rd, Mackay If you’re passionate about delivering exceptional digital services and are ready to embrace a challenge, apply now For more information regarding this position, please contact Andreea at Andreea.torcettimtr.com.au Apply Now