Helpdesk Support Specialist

2 weeks ago

Brisbane, Queensland, Australia Exclaim IT Full time
About the Role

We are seeking a skilled Helpdesk Support Officer to join our team at Exclaim IT. As the first point of contact for technical requests, you will be responsible for resolving customer problems through effective questioning, negotiation, and conflict management.

Key Responsibilities
  • Utilize basic IT knowledge to receive and handle requests for first-level technical support, following agreed procedures by logging problems, requests, and questions.
  • Respond to common requests for support by providing information to enable problem resolution and promptly allocating unresolved calls.
  • Undertake initial problem assessment and educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls.
  • Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
  • Liaise with customers and team members to provide status updates and feedback.
  • Utilize developed procedures to maintain records by documenting problems, requests, and questions, recommend modifications to procedures, and update.
  • Contribute to the development and implementation of Service Centre projects.
  • Organize individual workload to ensure quality, responsive, and appropriate client services.
  • Promote effective and efficient communication within the unit and work both autonomously and in a team environment to ensure that deadlines and commitments are met.
  • Contribute to the development, implementation, maintenance, and review of systems, policies, procedures, and practices necessary for the efficient and effective administrative operations of the unit.
Essential Criteria
  • Sound general IT knowledge, including hardware and software, school administrative systems, and/or other similar in-house systems and Microsoft Office software.
  • Ability or the capacity to rapidly acquire the ability to diagnose low-level application, web, computer, or network errors analytically and to resolve problems quickly and effectively.
  • Demonstrated ability to work independently or as an effective and positive team member, ability to adapt quickly to a dynamic environment, and in the provision of ICT support and services activities.
  • Strong analytical and problem-solving skills and demonstrated ability to perform computer and peripheral troubleshooting to component level in a safe and effective manner.
  • Demonstrated use of effective communication techniques via a range of media to build and maintain effective relationships with diverse internal and external stakeholders.
  • Active directory experience.

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