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Helpdesk / Level 1 Support

3 months ago

Brisbane, Queensland, Australia Exclaim IT Pty Ltd Full time
Flexible working options available

  • Office located in Brisbane CBD

Location:
Brisbane, Queensland Australia

Work type:
Contract

Date Posted:5 April, 2023

Reference:
#15551

About the role.**:

Our client provides critical level 1 IT support to both corporate offices and school teachers and school-based staff.

This includes being the first point of contact and initial point of resolution for technical requests in the use of a wide range of software and hardware, in-house systems and products and services utilised throughout the department.

Resolve specific customer problems through effective questioning, negotiation and conflict management to ensure customer satisfaction and a quality service is provided to departmental clients.


Key responsibilities.**:

  • Utilising basic IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions.
  • Respond to common requests for support by providing information to enable problem resolution and promptly allocating unresolved calls.
  • Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls.
  • Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
  • Liaise with customers and team members to provide status updates and feedback.
  • Utilise developed procedures to maintain records by documenting problems, requests and questions, recommend modifications to procedures and update.
  • Organise individual workload to ensure quality, responsive and appropriate client services.
  • Promote effective and efficient communication within the unit and work both autonomously, and in a team environment, to ensure that deadlines and commitments are met.
  • Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit

Highly desirable criteria.**:

  • Microsoft platform experience
  • Active Directory
  • Basic Troubleshooting
  • Great customer service

Skills and experience.**:

  • Sound general IT knowledge, including hardware and software, school administrative systems and/or other similar inhouse systems and Microsoft Office software.
  • Demonstrated ability to work independently or as an effective and positive team member, ability to adapt quickly to a dynamic environment and in the provision of ICT support and services activities.
  • Strong analytical and problemsolving skills and demonstrated ability to perform computer and peripheral troubleshooting to component level in a safe and effective manner.
  • Demonstrated use of effective communication techniques via a range of media to build and maintain effective relationships with diverse internal and external stakeholders.

Benefits.**:

  • Initial 6 month contract with potential extensions
  • Flexible working options available
  • Office located in Brisbane CBD

Contact details.**:

  • Please note that a National Police Check might be required as part of preemployment screening._