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Service Desk Specialist
2 months ago
The role will:
- Provide support by receiving, logging, resolving and escalating service requests and incidents in a fast and efficient manner following established policies, procedures, and standards.
- Analyse and resolve requests to maximise resolution at point of call, otherwise allocate requests based on resolver group availability and escalate as appropriate.
- Promptly and accurately allocate calls and manage queues as appropriate and act as a Subject Matter Expert for resolution and management of incidents and or service requests and ensuring issues are escalated to for resolution.
- Provide meaningful, relevant, timely and accurate updates to call logging system including identifying the urgency and impact of request and adhering to set processes.
Critical Skills and Experience:
- Completed a Microsoft or CompTIA Certification, or have demonstrated experience in Information Technology, or related disciplines.
- Demonstrated experience in working in an IT Support Function and providing subject matter expertise.
- Knowledge of Service Desk system and IT Tools.
- Demonstrated knowledge and experience in resolving problems with PC systems, peripherals, desktop operating systems and common desktop application products such as MS Office, Internet Explorer and email and/or experience with deployment and configuration scripts on a Microsoft platform and with deploying software installation packages using scripts and packaging tools.
Please note this role is based in Rockhampton with 2 days work from home.
