Level 1 Ict Helpdesk Support Specialist

4 months ago

Brisbane, Australia Hudson Australia Full time

Hudson is working with a large government department seeking a Level 1 ICT Helpdesk Support Specialist. You will play a crucial role in ensuring the smooth operation of our IT Service Centre. Your responsibilities encompass a broad range of duties, from providing first-level technical support to collaborating with team members and customers. Your contributions will directly impact our commitment to delivering quality services and ensuring customer satisfaction.

**POSITION OVERVIEW**:
As an ICT Helpdesk Support Officer Level 1, your responsibilities will include:

- Handling first-level technical support requests following established procedures, including logging problems, requests, and questions.
- Responding to common support requests by providing information for issue resolution and efficiently assigning unresolved calls.
- Assessing initial problems and educating end-users to resolve incidents, reducing recurring issues.
- Contributing to the knowledge base by creating documentation and updating known error records.
- Collaborating with customers and team members to provide status updates and feedback.
- Maintaining records, documenting problems, requests, and questions while recommending procedure modifications and updates.
- Supporting Service Centre projects and managing individual workloads for quality client services.
- Promoting effective communication within the unit, working autonomously and as part of a team to meet deadlines and commitments.
- Contributing to the development, implementation, maintenance, and review of administrative systems, policies, procedures, and practices.

**DESIRABLE ATTRIBUTES**
- Experience with Microsoft platforms
- Knowledge of Active Directory
- Basic troubleshooting skills Exceptional customer service skills
-
- **Sound General IT Knowledge**: Demonstrated knowledge of hardware, software, school administrative systems, in-house systems, and Microsoft Office software.
- **Teamwork and Adaptability**: Proven ability to work both independently and as an effective team member, adapt quickly to a dynamic environment, and provide ICT support and services.
- **Technical Troubleshooting**: Strong analytical and problem-solving skills with the ability to perform computer and peripheral troubleshooting to the component level safely and effectively.
- **Effective Communication**: Demonstrated use of effective communication techniques across various media to build and maintain effective relationships with diverse internal and external stakeholders.

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