Senior Technical Support Specialist

2 weeks ago

Sydney, New South Wales, Australia ignite Full time

Ignite is seeking a Senior Service Desk Officer to join their team. This role offers a unique opportunity to work within the government sector, making a significant difference in the community.

About the Role:

A Service Desk Officer/Analyst plays a crucial link between end-users and technical support teams, ensuring seamless communication and efficient issue resolution.

Key Responsibilities:

  • Provide expert-level technical support for complex issues, utilizing deep technical knowledge and troubleshooting skills.
  • Serve as a point of escalation for challenging incidents, collaborating with higher-level support teams to find solutions.
  • Identify process inefficiencies and suggest improvements to streamline workflows, enhance customer satisfaction, and reduce incident resolution times.
  • Establish and track key performance indicators (KPIs) and metrics for the service desk team, ensuring 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 IT systems, software applications, and networking concepts is essential for addressing complex technical issues.
  • Excellent written and verbal communication skills are necessary for effectively conveying complex technical information to both technical and non-technical audiences.
  • Strong analytical skills are required to identify inefficiencies in support processes and develop effective strategies for process enhancement.

This role requires a strong technical foundation, excellent communication skills, and a proactive approach to problem-solving. If you're a motivated individual looking to make a positive impact, we encourage you to apply.

We estimate the salary for this position to be around $90,000 - $110,000 per annum, depending on experience and qualifications. Ignite offers a competitive compensation package, including a generous salary, comprehensive benefits, and opportunities for career growth and development.

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