Service Desk Officer

3 weeks ago


Port Macquarie, New South Wales, Australia Essential Energy Full time

About the Role

We are seeking a skilled Service Desk Officer to provide centralised remote support and service to our business. As a key member of our team, you will be responsible for managing incidents and service requests through to resolution, escalation, and closure.

Key Responsibilities:

  • Provide first-level technical customer support services following agreed procedures and assist in escalation management to enable resolution, achieve business objectives, optimise call resolution times, and customer satisfaction.
  • Understand the Incident Management process and utilise Essential Energy Service Desk tools and technologies to manage calls to resolution, allocate unresolved calls, and maintain records.
  • Effectively utilise and update the Service Desk Knowledge Database.
  • Liaise with suppliers and IT customers to have issues resolved in a timely manner.

About You

To be successful in this role, you will have demonstrated experience in a similar ICT support role with proven experience in applying customer service techniques in an IT environment, including providing remote support services.

You will be experienced in supporting and operating enterprise email services and office product software such as Office 365.

Requirements:

  • Certificate III in Information, Digital Media, and Technology or demonstrated capability through past employment experience and/or relevant qualifications.

Why Essential Energy

We offer competitive remuneration commensurate with skills and experience and 16% Superannuation. For information on our employee benefits, please visit our careers website.

We are proud to be recognised as a WORK180 Endorsed Employer for All Women.



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