The ICT Service Desk Officer position is primarily responsible for being the first point of contact for ICT requests and incidents raised by customers of Shared Services. As part of the Shared Services ICT Service Desk team, you will contribute to achieving positive service results within the parameters of team key performance indicators.
Australian Citizens & Permanent Residents are welcome to apply
About the role:
Your daily duties will encompass answering phone calls, responding to emails, first level troubleshooting, and recording of ICT requests or incidents. There is also the requirement to provide face-to-face on-site field support on a rotational basis
Responsibilities:
- Act as the routine point of contact for a variety of ACT Government Directorates. This includes responding to a broad range of service requests, gathering information to fulfil requests or enable resolution, providing first level troubleshooting and diagnosis, and promptly allocating unresolved issues as appropriate.
- Assist with the development standards and apply these to track, monitor, report, resolve, or escalate issues. Contribute to creation of support documentation.
- Identify and resolve issues with applications, following agreed procedures. Use application management software and tools to collect agreed performance statistics. Carry out agreed applications maintenance tasks.
- Follow agreed procedures: identify, register, and categorise incidents. Accurately record and categorise ICT incidents and requests. Maintain records and advises relevant persons of actions taken.
- Handle ICT requests and incidents using a variety of mediums, such as phone, email, web forms, live chat, and face-to-face.
- Achieve service level expectations, meet business KPIs, and meet customer expectations.
Skills and experience:
- Ability to use, deploy, support, and maintain ICT infrastructure, systems, and applications, within a contemporary Microsoft Windows operating environment is desirable but not essential.
- Technical skill and knowledge of a wide range of Microsoft products including the Office suite of applications.
- Behavioural Capabilities (BC)
- Well-developed customer service skills, including the ability to actively listen to customers while contributing to initiatives that aim to continually improve customer satisfaction and service delivery.
- Ability to listen and communicate clearly (verbally and in writing) with a range of stakeholders at all levels, with a focus on customer needs and satisfaction. This includes demonstrating a high level of attention to detail, such as the ability to accurately clarify, check, and record information.
For more information or a confidential discussion, please contact Josie Bandiola on 02 9054 8710 quoting reference 211949.
To apply please click the 'Apply Now' button.
