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Senior Service Desk Officer

2 months ago

Sydney, New South Wales, Australia ignite Full time

About the Role

We are seeking a highly skilled Service Desk Officer to join our team at Ignite. As a Service Desk Officer, you will be the primary point of contact for end-users, providing expert-level technical support and guidance for complex issues.

Key Responsibilities

  • Provide technical support and guidance to end-users for complex issues, utilizing your deep understanding of IT systems, software applications, and networking concepts.
  • Serve as a point of escalation for challenging incidents or requests, collaborating with higher-level support teams to find solutions.
  • Identify inefficiencies in service desk processes and suggest improvements to streamline workflows, enhance customer satisfaction, and reduce incident resolution times.
  • Help establish and track key performance indicators (KPIs) and metrics for the service desk team, ensuring that SLAs are met and maintaining high levels of service quality.
  • Assist in managing changes to systems, applications, and processes, ensuring smooth transitions and minimal disruptions for end-users.

Requirements

  • A deep understanding of a wide range of IT systems, software applications, and networking concepts is crucial for addressing complex technical issues and providing expert-level support.
  • Excellent written and verbal communication skills are essential for effectively conveying complex technical information to both technical and non-technical audiences.
  • Strong analytical skills to identify inefficiencies in support processes and develop effective strategies for process enhancement.