Corporate and Digital Support Officer

1 week ago

Canberra, ACT, Australia halcyonknights Full time

We are seeking an enthusiastic and reliable
Service Desk Officer to play a crucial role in delivering high-level customer service and providing
level 1 corporate and technical support to departmental staff and external clients.


This position requires cross-skilling and the ability to work closely with multiple teams across the Enabling and Business Services Group.


Responsibilities:

  • Provide 1st level ICT service desk support and 1st level corporate triage services for all department staff.
  • Manage the main switchboard, providing advice and directing calls to other areas within the department.
  • Troubleshoot technical issues using ServiceNow and other remote support software.
  • Articulate and communicate technical issues with clients to find resolutions.
  • Demonstrate a creative approach to problemsolving and troubleshooting.
  • Take ownership of customer requests and follow through until resolution.
  • Actively seek opportunities to increase skills, knowledge, and capability.
  • Collaborate effectively with all levels of the organization and exhibit strong interpersonal skills.
  • Maintain a positive and friendly attitude while assisting individuals with technology and corporate requests.

Ideal person:

  • Genuine interest in being a multifunctional team member in both corporate and digital capacities.
  • Experience in a call center or service desk environment is desirable.
  • Familiarity with troubleshooting tools such as ServiceNow and other ticketing and remote support software.
  • Excellent verbal and written communication skills to effectively articulate technical issues.
  • Strong problemsolving and troubleshooting skills.
  • Willingness to learn and adapt to changing technologies and processes.
  • Ability to work well within a team and contribute to a positive team culture.
  • Strong skills in dealing with people and providing exceptional customer service.

Working Arrangements:

  • Roster system, including onsite support, full time (8 hours day) between 8:00 am to 5:30 pm.

Security Clearance:

  • Must be
    able to obtain Baseline security clearance (Australian citizens only).

Experience required:

  • Monitor team service request queue and respond to and resolve level one ICT or corporate customer inquiries within Service Level Agreement (SLA) timeframes.
  • Assist in finding solutions to corporate and ICT problems faced by users and the business, including supporting users through change activities and digital innovation.
  • Maintain ownership of calls throughout the lifecycle of a caller's request, including followups with escalation teams.
  • Provide input and update knowledge guides for users and Standard Operating Procedure (SOP) documentation for administrators, if required.
  • Actively participate in team meetings, providing feedback, problem detection, solutions, escalation, and seeking advice and assistance if needed.
  • Research required information using available resources.
  • Promote the use of online channels and client selfservice options.
  • Support a team culture of continuous improvement in line with business objectives.
  • For more information contact Erin or Fran

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