Service Desk Support Officer

2 months ago

Wollongong, Australia The Recruitment Company Full time

Service Desk Support Officer required for a short term contract within a large NSW Government department

**$400 per day plus super**
**2 month contract**
**Wollongong and WFH**
**ASAP start**
**NSW Government**

**About the role**:
The Service Desk Support Officer provides effective 1st tier technical support to the departments users state‐ wide by resolving user infrastructure and systems queries directly or by escalating issues to the Senior Support Officer and works collaboratively with key support staff throughout ICT and externally through service providers.

**Key Accountabilities**:

- Provide tier 1 help desk services in response to user requests for advice or assistance with hardware, network and operating system issues to ensure timely and effective resolution of end user issues
- Provide input into the selection of the appropriate prioritisation and allocation of support requirements through the Service Desk with agreed quality and timeliness standards to meet business requirements
- Provide advice, quality customer service, training and support to end-users, through the Service Desk function to ensure calls are actioned and completed to customer expectations
- Establish and maintain strong customer relationships throughout the organisation to ensure the Service Desk function supports users requirements for resolution of problems/issues in a timely and quality manner
- Undertake a range of administrative activities related to the Service Desk function to support all activities and adhere to Service Desk standards, policies and procedures
- Foster professional relationships with hardware vendors and service providers to ensure ongoing cooperation
- Perform the duties of the On-Call Technical Officer and work as part of the State Information Technology Services Operations team during operational events on a rostered 24/7 basis

**Essential requirements**:

- Relevant tertiary qualification(s) in IT or related field and/or equivalent relevant industry knowledge and experience
- Thorough knowledge of AIIMS principles and processes, and/or willingness to obtain competence within 12 months

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