Service Desk Officer

4 weeks ago

Canberra, Australia Talent International Full time

**Job Details**:
**Location**

Canberra

**Salary**

Negotiable

**Job Type**

Contract

**Ref**

BBBH99423_1678147916

**Contact**

Michelle Somlyay

**Posted**

about 2 hours ago

Service Desk Officer
- ** 3 month contract + 2 x 3 month extensions**:

- ** Canberra - on site 9-5pm Monday to Friday**:

- ** Must have Baseline Security Clearance**

**The Client**
The client is a trusted voice in the national conversation, and recognised as one of Australia's premier cultural destinations exploring Australia's past, illuminating the present and imagining the future.

**The Role**
Under the direction of the Service Desk Team leader, Service Desk Officers have a range of responsibilities including:

- Providing effective Service Desk support for IT Services' clients.
- Recording incidents, service requests, status and resolution information using the Museum's IT Service Management System, escalating incidents and service requests appropriately.
- Following procedures and liaise with procurement staff for purchase of hardware and software.
- Assisting in maintenance of IT equipment, asset management and record keeping.
- Managing the issuing and location of user-issued Museum hardware.
- Providing guidance to clients on IT policies, procedures and technical issues.
- Assisting in development and maintenance of operational procedures and documentation for IT systems within the Museum.
- Participating in project work as required to implement IT improvements.
- Maintaining a Baseline level security clearance

**Experience**
- Experience with common operating systems, such as Windows and MacOS
- Ability to troubleshoot basic software issues, such as resetting passwords or updating drivers
- Experience with remote support tools such as remote desktop & Citrix remote access
- Ability to document and escalate issues that cannot be resolved at the first level of support
- Strong customer service skills and ability to communicate technical concepts to non-technical users.
- Creation of Knowledge Base Articles to assist non-technically minded users

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