Service Desk Officer

2 days ago

Brisbane, Australia Parliamentary Service Full time

This is a unique opportunity to join a small dynamic team providing IT support services to a diverse range of clients at the Queensland Parliament.

**The primary objectives of the position are to**:
*
- Be the first point of contact for customers for ICT issue resolution, triage issues as required and provide basic (L1) to intermediate (L2) technical support, ensuring monitoring of issue resolution, timely follow up with customers and a positive customer experience.
- Provide assistance where necessary across the IT Technology Operations team to ensure the best outcome for customers and the organisation's operations.
- Work collaboratively and constructively within the team and across the other IT Services teams to support seamless delivery to customers and fit for purpose and secure IT services.

**Some of the responsibilities of the position include**:
*
- Provide support and assistance to customers when they contact the Service Desk for resolution of ICT issues, including delivering basic (L1) to intermediate (L2) technical support as appropriate, ensuring a strong focus on timely resolution and responsiveness and a positive customer experience.
- Ensure triaging and escalation of issues for higher level technical support, identification and pre-empting emerging issues, and provide appropriate follow up to customers to minimise the impact on critical operations and enhance customer experience.
- Complete all required administrative processes and system documentation to ensure that information is accurate and up-to-date and procedures are followed.
- Record and update all issues in ServiceNow in a timely manner from registration of issue/fault, through to resolution.
- Provide support and assistance to customers in issues resolution, demonstrating sensitivity to their needs and a responsiveness focus, to ensure a seamless and positive customer experience.
- Educate and train, at point of need, in the operation of computer software and hardware to support customer capability uplift and a positive experience.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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