IT Service Desk

4 days ago

Newcastle, Australia GWG Full time

Permanent Engagement
- Customer Focused Team
- Elements of Account Management

**Overview**

This is a fantastic contract opportunity, working in a great team culture to support a diverse range of clients in a well-known, local organisation in the Newcastle region. You will provide ICT support for users through trouble shooting, maintenance and upgrades across software.

In this role you will:

- Provide technical support and guidance to resolve users issues; Including but not limited to password management, complaints management, access requests and issue resolution
- Management of the Rational Unified Process (RUP) including contacting the client when needed, resolution of issues, internal follow up and RUP preparation
- Maintain issues management system and logs of support services provided in the appropriate database
- Escalate complex or unresolved issues for technical support and resolution, to module leads or appropriate internal contact whilst monitoring issue progress to manage client expectations
- User Guide Creation and maintenance, in addition to providing feedback to technical writer
- Develop training materials and/or provide onsite training for both internal and external clients
- Provide onboarding training and induction for new starters
- Management of the confluence system, creation and maintenance of real time data
- Manage the client relationship from sales to support ensuring a seamless transition

**Requirements**:

- Qualifications in Information Technology, Microsoft and ITIL.
- Experience working in a Service Desk environment
- Demonstrated experience with fault finding, problem solving and rectification with networking experience including the ability to diagnose faults
- Ability to provide exceptional customer service by actively listening, asking appropriate questions and confidently interacting with the business to appraise them of the situation and solution
- High attention to detail with experience in identifying reoccurring incidents and requests and escalate as required

If you have a strong technical ability, excellent communications skills, previous experience with remote and desktop support and are confident in resolving and escalating IT issues as required this is the role for you.

**How to apply**

Click APPLY or for a confidential discussion on this excellent opportunity, please contact Jacinta John on 0422 336 535.

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