Service Desk Support
3 weeks ago
The Role
Do you have a love for IT and are looking to get in at the ground floor? Are you passionate about helping people? Are you seeking an opportunity to join a great team? Do you enjoy a challenge and love problem solving? Can you work remotely away from the team? If so, this is the role for you
We are looking for the right person to join a tight-knit and highly motivated team that is the first point of contact for CASA's IT requirements. We offer a competitive salary, training opportunities, and great benefits.
- Ongoing (Permanent)
- $78,663 to $85,322
- Canberra, Perth
The Service Desk Support role reports to and assists the Senior Service Desk Analyst in the Services and Support Team, working closely with Desktop Support and staff in the IT Branch.
This role is a key part of CASA's ICT environment, responsible for providing first-level technical support to maintain and operate CASA's technology environment.
This recruitment will create a merit pool to fill future ongoing and non-ongoing vacancies as they arise.
Under supervision from the Senior Service Desk Analyst, the responsibilities include:
- Providing operational support to deliver ICT strategy.
- Offering friendly, efficient, and proactive ICT support via phone, email, and face-to-face.
- Problem solving complex IT issues.
- Assisting 2nd and 3rd level support with troubleshooting.
- Identifying and documenting incident trends.
- Providing limited onsite Desktop Support.
- Supporting projects and process improvements.
- Developing and maintaining knowledge-based articles.
- Providing professional technical advice and support to stakeholders.
- Maintaining operational documentation and policies, ensuring compliance.
- Collaborating with colleagues to achieve shared outcomes.
- Engaging with colleagues in a sensitive and equitable manner.
- Promoting safety, equity, and diversity, and acting in line with CASA values.
Ideal Candidate
The ideal candidate will demonstrate:
- High levels of customer service.
- Experience in a call center or service desk (advantageous).
- Ability to work independently and in a team.
- Proactive work approach.
- Knowledge of current and emerging technologies.
- Experience with ServiceNow and Microsoft technologies (advantageous).
- Experience in Cloud support (advantageous).
- IT qualification (preferred but not required).
- Flexibility, judgment, discretion, and independence.
- Strong relationship-building skills.
- Effective communication skills, both verbal and written, with the ability to explain technical concepts.
About Our Team
The Corporate Service Division enhances CASA's capability, capacity, and service delivery to contribute to aviation safety. Responsibilities include HR functions, training, governance, stakeholder relationships, IT services, business improvement, and change management.
Learn more about CASA, our culture, and how to apply here.
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