Service Desk Specialist

**About the Company**

This is a fantastic opportunity for a Junior-Mid Level Service Desk Specialist to join a progressive Tafe organisation. With more than 30,000 enrolments each year, this TAFE provider is a major training provider for the automotive, health and nursing sectors and indigenous education.

As one of the state's largest providers of apprenticeship and traineeship training, they have strong relationships with many businesses and cater for students seeking industry-relevant training in a wide range of disciplines and on-site training options to suit the unique needs of the individual learner or organisation.

This is a Permanent opportunity for a Junior-Mid level Service Desk Specialist. This is a great role to learn and gain experience within the field. The Tafe Provider are very friendly, supportive, approachable and flexible. They have 3 people based in Bendigo within this team and reports to the Senior Service Desk Analyst. This is not a hybrid role, have to be on campus on 5 days and an IT Degree would be great.

**About the Role**

**About You**

Your day to day responsibilities will include:

- Log all requests/incidents received in the Service Desk system.
- Manage the tickets from point of assignment to point of resolution. Be accountable to follow up if escalation is involved.
- Carry out installations, configurations and maintenance of the Tafe Providers devices.
- Support Video Conferencing units.
- Experience with System Centre Configuration Manager
- Work with different teams across the Tafe Provider to form quick reference guides for operational purposes.
- Notify affected clients of any system failures and, of restoration to services as they occur.
- Deliver and configure IT equipment and standard peripherals, which involve some unassisted

lifting, and carrying of moderately heavy or awkward equipment.
- Ensure allocated IT Service Requests are dealt with in a timely manner and meet Service
- Carry out agreed database maintenance and administration tasks to ensure the information contained is up to date.
- Active Directory User Management

Judgement & Problem Solving
- Maintain knowledge of new and emerging technologies.
- Ensure customer satisfaction in every step of problem resolution. Track detailed information about each customer's service need in the incident management system. Document the diagnostic steps and communications with the customer as they troubleshoot the reported problem.
- Accountable for one’s work from start to finish
- Flexible but methodical and thorough approach - process oriented

Supervision & Independence
- Work positively and communicate professionally across the team in order to make an effective contribution to team tasks and team spirit.
- Follow the ITIL foundation framework for best practice of IT Governance.
- Manage own development & professional learning relative to the position comply with legal, regulatory, ethical, environmental & social responsibilities & requirements.

Organisational Relationships and Impact
- Recommend appropriate hardware and software to support various teaching and administrative staff of the Institute.
- Build quality relationships with customers to encourage and support them in the effective use of ICT systems.

Interpersonal Skills
- Communicate effectively with various levels of staff and students. This includes the ability to readily adapt language to suit non-technical or technical discussions as appropriate and being able to effectively communicate with difficult clients.
- Contribute as a proactive and effective member of a vibrant professional services team, whose activities integrate and promote the organisation’s values and focus on lean principles and comply with legal, regulatory, ethical, environmental and social responsibilities and requirements.