Primary purpose of the role
The Service Desk Support Officer provides effective 1st tier technical support to IT users state‐ wide by resolving user infrastructure and systems queries directly or by escalating issues to the Senior Support Officer and works collaboratively with key support staff throughout ICT and externally through service providers.
Key accountabilities
• Support the processing and prioritising of incoming requests to the Service Desk via both telephone and email to ensure timely and effective resolution of end user issues
• Provide tier 1 help desk services in response to user requests for advice or assistance with hardware, network and operating system issues to ensure timely and effective resolution of end user issues
• Provide input into the selection of the appropriate prioritisation and allocation of support requirements through the Service Desk with agreed quality and timeliness standards to meet business requirements
• Provide advice, quality customer service, training and support to end-users, through the Service Desk function to ensure calls are actioned and completed to customer expectations
• Establish and maintain strong customer relationships throughout the organisation to ensure the Service Desk function supports users requirements for resolution of problems/issues in a timely and quality manner
• Undertake a range of administrative activities related to the Service Desk function to support all activities and adhere to Service Desk standards, policies and procedures
• Foster professional relationships with hardware vendors and service providers to ensure ongoing cooperation
Key challenges
• Working independently to identify and resolve technical problems via analysis, lateral thinking and good judgement and in a team environment to ensure effective and seamless service delivery
• Providing technical support to a broad range of users with diverse technical issues and levels of expertise
• Developing and maintaining knowledge and technical capability across diverse and dynamic hardware, software and technologies
This role ideally will start ASAP so longer notice periods wont work for this 3 month contract. They are based in Wollongong and some days in the office will be required for training and then ongoing it will be negotiable, If you are ready to start this role and a 2 month contract works for you please submit your resume today to Daniella.
Go back
Share this Job
* * *
Job Reference: 579047_2