Service Desk Officer

1 week ago

Melbourne Northern Suburbs, Australia HAYS Full time

Windows | Network | Server | Active Directory | M365
**Position Overview**
One of the Federal Government agencies is seeking talented IT-minded people to join the Service Desk (SD) team to aid in the delivery of effective and timely IT support.
**Responsibilities**
- Deliver first contact remote IT support to provide both response and resolution in a timely manner to incidents or requests with a focus on quality over quantity.
- Conduct analysis, classify, and forward service tickets to relevant support groups via the service management toolset.
- Develop and maintain relationships by contributing to virtual teams across the IMT model to ensure the delivery of best practice service.
- Contribute positively to stimulate and promote a team approach, and develop sound working relationships with clients on a day-to-day basis as a representative of the agency.
- Keep management and other team members informed of progress and issues.
- Identify tasks/issues that cannot be resolved and escalate them to senior staff and/or Technical Specialist Teams.
- Develop, maintain, and expand individual skills which are of benefit to the services delivered by IMT and that contribute to the skill set of the CSD team. Adhere to the spirit and practice of agency’s Code of Conduct, Health, Safety and Environment plans and policies, Diversity initiatives and Zero Harm goals.

**Selection Criteria**
- A formal tertiary qualification in an Information Technology field, or equivalent Information Technology experience.
- Demonstrated experience in a level 2 remote IT support role, supporting a broad range of IT services including:

- AD/Exchange object creation/manipulation
- Network services, both local and wide area
- Videoconferencing/IP telephony services
- Microsoft Windows-based workstation environments in an Active Directory framework
- PC hardware and software installation, configuration, and troubleshooting
- Current Baseline security clearance issued by Australian Government Security Vetting Agency; (Current NV1 clearance desirable).
- A strong service delivery focus, including excellent oral and written communication skills and effective interactions with clients regardless of their levels of IT skill and experience.
- A proven track record as a team player showing initiative, self-motivation, plus an ability and willingness to perform with mínimal supervision and follow defined procedures accurately and consistently.
- Ability to collaborate with other teams in order to achieve operational objectives, including assistance with undertaking project work with technical services teams for new installations, upgrades, configuration and troubleshooting.
- Strong organisational skills, including the ability to multitask.

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