ICT Support Specialist

2 days ago

Australia beBeeHelpDesk Full time $64,260 - $84,580

Job Description

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We are seeking a skilled ICT Support Specialist to join our team. As a Help Desk Officer, you will be responsible for troubleshooting basic ICT issues, responding to stakeholder inquiries, and escalating complex problems to higher-level team members when needed.

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This role involves providing excellent customer service, communicating effectively with end-users, and maintaining accurate records of user inquiries, issues, and resolutions within the helpdesk ticketing system.

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Main Responsibilities:

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  • Provide timely and effective support to students, staff, and families across various systems\
  • Communicate professionally with end-users to gather information about the problem and provide updates on issue resolution progress\
  • Accurately document and maintain records of user inquiries, issues, and resolutions\
  • Escalate complex problems to higher-level team members when needed\
  • Utilise remote access tools to aid off-site or remote users\
  • Collaborate with other team members to resolve technical issues\
  • Maintain a professional demeanour and adhere to company policies and guidelines\
  • Handle sensitive information with confidentiality\
  • Perform other duties as required\
  • Prioritise and handle multiple tasks efficiently\
  • Respond to urgent requests in a timely manner\
  • Develop and implement solutions to improve customer satisfaction and experience\
  • Analyse and diagnose technical issues using logical reasoning and problem-solving skills\
  • Recommend improvements to existing processes and procedures\
  • Stay up-to-date with new technologies and industry developments\
  • Continuously improve knowledge and skills to provide high-quality support\
  • Effectively communicate technical information to non-technical stakeholders\
  • Participate in training and development opportunities to enhance technical expertise\
  • Use technical documentation to troubleshoot and resolve issues\
  • Conduct regular maintenance checks on hardware and software systems\
  • Install and configure hardware and software systems as required\
  • Monitor and report any technical issues or incidents\
  • Collaborate with IT team to identify and resolve technical issues\
  • Document all interactions with users, including emails, phone calls, and meetings\
  • Manage and maintain accurate records of user inquiries, issues, and resolutions\
  • Escalate critical technical issues to management or external vendors as necessary\
  • Assist with the planning and implementation of technical projects and initiatives\
  • Support the development and implementation of technical standards and best practices\
  • Monitor and evaluate the effectiveness of technical solutions and services\
  • Identify areas for improvement and develop recommendations for process enhancements\
  • Collaborate with cross-functional teams to achieve business objectives\
  • Develop and maintain relationships with key stakeholders, including customers, vendors, and partners\
  • Represent the organisation at industry events and conferences\
  • Engage in ongoing learning and professional development to stay current with industry trends and technologies\
  • Stay up-to-date with relevant legislation and regulations\
  • Comply with organisational policies and procedures\
  • Report any safety concerns or hazards to management\
  • Support the achievement of business objectives and goals\
  • Other related tasks as assigned by management\

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