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Helpdesk Officer

5 months ago

Brisbane, Australia Empire Careers Full time

Contact Name : Ben Croft

Contact Phone : 07 3231 1217

Location : Brisbane

Job Type : Permanent

Job Salary : Negotiable

**Helpdesk Support | Managed Service Provider | Permanent Opportunity | Inner North Brisbane location**

**Salary - $70,000 -$80,000 + Super**

**As an ICT Helpdesk Support Officer, you will have responsibility of the following**:

- Utilising IT knowledge to receive and handle requests for first and second level technical support following agreed procedures by logging problems, requests and questions.
- Respond to common requests for support by providing information to enable problem resolution and promptly allocating unresolved calls.
- Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls.
- Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
- Liaise with customers and team members to provide status updates and feedback.
- Utilise developed procedures to maintain records by documenting problems, requests, and questions, recommend modifications to procedures and update.
- Organise individual workload to ensure quality, responsive and appropriate client services.
- Promote effective and efficient communication within the unit and work both autonomously, and in a team environment, to ensure that deadlines and commitments are met.
- Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit

**Required skill set**:

- Microsoft platform experience
- Basic Troubleshooting
- Great customer service
- Ability to work in fast paced environment
- Good communication