About the role
The ICT Service Desk Officer plays a key role in responding to incidents and service requests in an effective, efficient and timely manner. This role is crucial to ensuring Agency staff and partners requirements are met in terms of communication, prioritising, escalating and resolving ICT incidents and requests. The ICT Service Desk Officer will be the first point of contact for an end-user for support. The ICT Service Desk Officer will provide support for computer applications, desktop, tablets, phones, smart-phones and notebook PCs as required and will be included in the service desk roster and out-of-hours roster as required.
Responsibilities
- Communicate to a variety of clients with differing levels of ICT knowledge;
- Effectively prioritise work to ensure high levels of service and support are provided;
- Working within a rostered environment;
- Have the ability to respond to urgent requests in a calm and efficient manner while also maintaining high work standards;
- Work as part of a team to deliver consistent customer service excellence;
- Deliver support and educate using a range of methods including via telephone and email;
- Communicate to a variety of clients with differing levels of ICT knowledge;
- Effectively prioritise work to ensure high levels of service and support are provided;
- Have a commitment to achieving positive outcomes for all customers whilst maintaining a positive welcoming approach over all mediums;
- Manage confidential and sensitive information; and
- Foster a positive culture within the Service Operations team aligned with Agency values.
Skills and experience
- Demonstrated minimum of 2 years' experience as a Service Desk Team member in a high volume Service desk.
- Excellent communications skills.
- Proven experience, working with Shared Service providers and internal stakeholders in a high volume Level 1 Service Desk.
- Experience in monitoring an ICT support mailbox, responding and escalating requests/issues as required.
- Experience with ICTSM tools, creating, editing and maintaining tickets.
For more information or a confidential discussion, please contact Abegail Baniqued on 02 9054 0955 quoting reference 207854.
To apply please click the 'Apply Now' button.
