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Service Delivery Officer

2 weeks ago

Ipswich, Australia Just People Information Security Full time

Large City Council
- 6 Month initial contract

Humanised Group are seeking an experienced Service Delivery Officer. You'll play a vital role in ensuring the high-quality delivery of essential technology services. As part of our dedicated technical support team, you'll be responsible for service desk, desk side, and VIP support. Your focus will be on service management, incident and change management, continual service improvement, and customer satisfaction.

Key Responsibilities:

- Resolve service requests, adhering to SLAs and performance metrics.
- Provide professional and courteous IT support for clients, following best practices.
- Record and manage requests effectively, ensuring timely resolutions.
- Conduct thorough investigation and diagnosis of incidents and coordinate repairs with vendors.
- Troubleshoot and resolve system functionality and data issues.
- Perform system testing and updates, identifying potential problems.
- Monitor and report on service quality and performance.
- Provide expert input into service desk projects and deployments.
- Drive continuous improvement of service desk systems, processes, and procedures.
- Build relationships, understand business needs, and act as a trusted advisor.

Qualifications:

- Graduate or post-graduate qualifications in IT or relevant certifications.
- Alternatively, substantial proven experience in the desired areas.

**Requirements**:

- Sound knowledge of ITIL principles and service level agreements.
- Strong time management and problem-solving skills.
- Proficiency in Microsoft technologies and general computer troubleshooting.
- Excellent communication and negotiation skills.
- Ability to quickly grasp organizational culture, systems, and processes.