Service Desk Agent

3 weeks ago

Canberra, ACT, Australia Aurec Human Capital Group Full time

We are seeking a motivated and customer-focused Level 1 Service Desk Officer to join a dynamic ICT team within the Federal Government. This role is the first point of contact for ICT support and plays a key part in ensuring seamless technology experiences for users.

Australian citizens with a Baseline clearance are desirable for this role.

About the Role

You will work closely with internal and external stakeholders, resolving first-level technical issues via phone, email, and service management tools. Supported by the Service Desk Team Leader and Service Desk Analysts, you'll gain exposure to a wide range of technologies while developing your ICT career.

Key Responsibilities:

  • Act as the first point of contact for ICT support via phone, email, and ITSM tools.
  • Log, categorise, prioritise, and track incidents and service requests.
  • Troubleshoot and resolve 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 matters to second-level support as required.
  • Maintain accurate records of support activities and user interactions.
  • Assist with onboarding and offboarding processes, including device setup and access provisioning.
  • Contribute to knowledge base articles and user guides.
  • Support ICT asset management by updating hardware inventory.
  • Participate in continuous improvement initiatives and team meetings.

Australian Citizens with a Baseline clearance are desirable for this role.

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