Service Desk Officer

1 week ago

Adelaide, South Australia Paxus - Technology + Digital Talent Full time

About the Role

We are seeking a dedicated Service Desk Officer to join our ICT team at Paxus - Technology + Digital Talent. Reporting to the Service Desk Team Lead, this role is crucial in delivering high-quality technical support across the department. You will promote and support the use of approved application software, hardware, networks, and security processes, while ensuring a client-focused approach to problem resolution and service delivery.

Key Responsibilities

  • Provide advanced technical support for applications, midrange systems, and all approved software and hardware.
  • Use a call logging system to prioritize and record issues, ensuring prompt and effective resolutions.
  • Escalate complex problems to relevant teams or external providers as needed.
  • Support system security by managing password resets and resolving sign-on issues.
  • Conduct informal user training and assist with the implementation and testing of new applications.
  • Maintain user profiles and ensure adherence to security policies.
  • Assist with general administrative tasks and contribute to a safe and healthy work environment.

Key Selection Criteria

  • Excellent communication skills, with the ability to interact effectively with a wide range of stakeholders.
  • Proven experience in help desk support, including documenting procedures and resolving complex technical issues.
  • Familiarity with desktop applications and a strong understanding of computer systems and mainframes.
  • Strong organizational skills, with the ability to manage multiple tasks and work under pressure.
  • A commitment to promoting a safe and inclusive workplace.

Core Capabilities & Expected Behaviours

  • Ability to implement and monitor change, work in ambiguous situations, and apply systems-thinking.
  • Strong client service skills, with the ability to assess and meet client needs efficiently.
  • Understanding of government protocols and policies, with a commitment to ethical standards and confidentiality.
  • Ability to work collaboratively within a team and provide constructive feedback.

Essential Requirements

  • Current Australian driver's licence and willingness to travel if required.
  • Working with children check (WWCC).
  • Australian residency or a valid work permit.

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