Service Desk Agent

2 days ago

Canberra, ACT, Australia SKL Technology Full time

SKL Technology is currently looking for a Service Desk Agent to work for a National Research client.

Location: Canberra, ACT.

Type: Contract

Length: 12 months with extensions

Working Environment: 3 days in office, 5 days preferable

Citizenship: Australian Citizens only

This role involves speaking to both internal and external stakeholders via email and phone to resolve first-level technical support issues under the guidance of the Service Desk Team Leader and with the assistance of Service Desk Analysts. The successful candidate will demonstrate strong communication skills, a customer-focused mindset, and a willingness to learn and grow within a dynamic ICT environment.

Key duties and responsibilities

  • Act as the first point of contact for ICT support via phone, email, and service management tools.
  • Log, categorise, prioritise, and track incidents and service requests in the ITSM system.
  • Provide timely and effective troubleshooting and resolution of common ICT issues, including:
  • User account and password resets
  • Printer and peripheral support
  • Desktop and laptop hardware issues
  • Software installation and configuration
  • Network connectivity and VPN access
  • Research Management System (RMS) issues
  • Escalate complex or unresolved issues to second-level support teams as required.
  • Maintain accurate records of support activities and user interactions.
  • Assist with onboarding and offboarding processes, including device setup and user access provisioning.
  • Contribute to the development and maintenance of knowledge base articles and user guides.
  • Support ICT asset management by tracking and updating hardware inventory.
  • Participate in continuous improvement initiatives and team meetings.

Technical skills

Strong interpersonal and communication skills, with a focus on customer service. Basic understanding of ICT systems, including Windows OS, Microsoft 365, and networking fundamentals. Ability to follow procedures and work collaboratively in a team environment. Willingness to learn and adapt to new technologies and processes. Good organisational skills and attention to detail.

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