Service Desk Officer

3 days ago

Armadale, Australia Dennis Family Corporation Full time

**Location**:
Armadale

Employment Type:
FP - Full-Time Permanent

Department:
Corp IT - Service Desk

**About the role**

Join our Information Technology team based in Armadale and play a key role in providing courteous, responsive, and pro-active high-quality service to all DFC business units.

Reporting to the IT Service Desk Coordinator your main responsibilities include:

- Calls to the Service desk by approved means, 75% answered at first contact. Initial response made within 15 minutes after first contact.
- Replacement, upgrades and maintenance of IT hardware and software in line with DFC policy
- Ensure all unresolved incidents are escalated to the appropriate parties within the sated SLA
- Responsible for the building of desktop/laptop/notes account creation, password resets
- Securing the corporate environment against virus attack - zero tolerance.
- Ensures that all hardware and software installs, moves, adds and changes are undertaken within the agreed time frame and documented.
- Ensure all activity is logged in the IT help desk ticketing system.
- Innovation is at the core of Dennis Family. Innovation means any changes that increases value and means finding ways to do things better, faster, simpler and fostering innovation in the workplace. Innovation is in your KPIs and is a core part of your role.

**About You**

Having worked in a similar position previously, you will have a sound knowledge of Service Desk delivery coupled with strong customer service skills.
- 3+ years experience in IT service
- Exposure to Win 10 and MS Office products
- Installation of software
- Rebuilding of PC’s and Laptops
- General knowledge of IT networking
- Demonstrated ability to think laterally and problem solve and drive efficiency;

**About Dennis Family**

At Dennis Family, we recognise that our people are our difference. In joining Dennis Family, you can expect ongoing training and rewards for your efforts with an attractive salary package. You will also become part of our Family, working in a great environment.

Dennis Family is an equal opportunity employer. We are committed to diversity in our community and workforce.

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