Ict Desk-side Support Officer

1 week ago

Canberra, Australia Hudson Australia Full time

Looking for multiple ICT Desk-side L2 Support Officer(s) to provide ICT floorwalking support for the delivery of the DesktopOne Windows 11 migrations.
- Work with the DesktopOne Program to ensure successful client transition with software and hardware rollouts.
- Be the first level of leadership for the team of Level 1 Floorwalkers (L1 Support officers);
- They will steward the Level 1 staff to monitor and manage the contact of clients and triage incoming client calls, messages, and incidents across multiple channels. They will ensure L1 attend client desks and effectively identify technical issues, resolve and/or escalate as needed, to support the new operating environment.
- They will ensure the team incidents are assigned and managed efficiently and effectively, with all tasks being resolved in a timely manner with customer service and client outcomes being paramount.
- This role will be the central point-of-contact for both Level 1 Floorwalking staff and clients by displaying a highđlevel of interpersonal skills and an ability to liaise effectively with a wide range of stakeholders.
- This role will monitor and manage the development of Knowledge Base Articles (KBAs), raising of SM9 (Service Manager 9), the Departmental service management system, incident tickets and the maintenance of asset and information systems.
- The officers will consistently and efficiently monitor and action both interactions and alerts from the service management system (ie., SM9) and any other related systems or communication channels.
- As a Level 2 Desk-side Support Officer you will work in a close-knit team with the Floorwalking Team Lead and Program Manager, to foster both proactive and effective team involvement.

**The following attributes are key**:

- Proven leadership skills in an ICT environment;
- Proven customer service skills;
- Ability to use both logic and problem-solving skills;
- Self-motivated and proactive with own professional development;
- Integrity, responsibility and reliability;
- Fascination about technology; and
- Being innovative, having initiative and an ability to think on your feet.

**To undertake this role it is a requirement to have Australian citizenship and have a baseline clearance to use the necessary software and provide effective support to our clients.

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