Service Desk Officer

4 weeks ago

Port Macquarie, New South Wales, Australia Essential Energy Full time
About the Role

As a Service Desk Officer at Essential Energy, you will play a crucial part in providing centralised remote support and service to the business. This will involve both proactive and reactive means via customer phone calls and email. Your key responsibilities will include managing incidents and service requests through to resolution, escalation, and closure, as well as communicating with relevant support teams as required.

Key Responsibilities:
  • Provide first-level technical customer support services following agreed procedures, and assist in escalation management to enable resolution, achieve business objectives, optimise call resolution times, and customer satisfaction, and meet service level requirements.
  • Understand the Incident Management process and utilise Essential Energy Service Desk tools and technologies to manage calls to resolution, allocate unresolved calls, and maintain records.
  • Effectively utilise and update the Service Desk Knowledge Database.
  • Monitor changes in technology on all types of computer hardware and PC operating systems.
  • Liaise with suppliers (Vendors) and IT customers to have issues resolved in a timely manner.

About You

To be successful in this role, you will have demonstrated experience in a similar ICT support role with proven experience in applying customer service techniques in an IT environment, including providing remote support services. You will be experienced in supporting and operating enterprise email services and office product software such as Office 365. You will also possess strong communication and interpersonal skills, with a focus on the provision of customer service to all relevant stakeholders. Additionally, you will have the ability to understand and apply Essential Energy Information Technology Infrastructure Library (ITIL) practices, as well as strong technical support skills in a wide range of ICT disciplines (devices, applications, technologies systems).

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