Helpdesk Support Specialist

1 month ago

Melbourne, Victoria, Australia ignite Full time
About the Role

We are seeking a skilled Helpdesk Support Officer to join our team. As a Helpdesk Support Officer, you will be responsible for delivering efficient, effective, and timely technical support to end-users, enabling them to use technology resources seamlessly and ensuring the smooth operation of our organization's IT environment.

Key Responsibilities
  • Provide first-level technical support to end-users through various channels such as phone, email, chat, or in-person. Assist users with troubleshooting software and hardware issues, connectivity problems, and other technical challenges they encounter.
  • Provide IT Helpdesk support to our employees and Councillors (including home support where required for Councillors) for all our IT systems.
  • Assist users with installing, configuring, and updating software applications. This may involve ensuring that software licenses are valid and that updates are applied in a timely manner.
  • Provide exceptional customer service by being patient, empathetic, and responsive when interacting with users. Maintain a positive and professional attitude throughout the support process.
  • Provide and maintain technical support documentation and records as required.
  • Assist with the rollout of technology programs as required.
Requirements
  • Tertiary qualified in Information Technology or a related discipline.
  • Relevant work experience in similar IT Support roles.
  • Experience working with Office 365/Windows 10/Adobe Suite.
  • Able to explain technical concepts in clear, non-technical terms.
  • Excellent communication skills, including impeccable telephone manner.
  • Technical experience in supporting Microsoft Teams and Mitel Telephony is an advantage.
  • Hold a driver's license, as you will be required to travel to sites.

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