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Desktop Support Officer

8 months ago

Brisbane, Australia Office of the Queensland Ombudsman Full time

The Desktop Support Officer has the following responsibilities:

- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilise excellent customer service skills and exceed customers' expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services

**Technology Experience Required**:

- Hardware/Software Support, Diagnosis and Resolution
- Laptops and Desktops
- iPhones
- Printers
- Networking
- Microsoft Office 365
- Microsoft 365 Tenant Experience
- Microsoft AAD
- Teams
- SharePoint/OneDrive
- Microsoft Active Directory
- User and Group Management

**Highly desirable: Experience providing the following support**:

- eDocs Support
- Resolve Support
- SQL
- PowerBI

**You will be expected to**:

- work collaboratively with other team members by participating in meetings, and reviewing and assisting with improvements to policies, procedures, and processes across the OQO
- adhere to the OQO Code of Conduct and values; workplace health and safety legislation; confidentiality policies; all other relevant policies, directives and legislation
- meet personal performance expectations and standards
- undertake other duties as directed by relevant senior officers.

After hours roster
This position may be required to participate in the on-call after-hours roster.
Please ensure you download all the attachments and follow the instructions listed under the heading 'Interested in applying' on the Role description.