Ict Desk-side Support

2 weeks ago

Canberra, Australia Hudson Australia Full time

We are seeking multiple ICT Desk-side L1 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.
- They will contact clients and triage incoming client calls, messages, and incidents across multiple channels and attend client desks to identify technical issues, resolve and/or escalate as needed, to support the new operating environment.
- They will ensure all incidents assigned will be resolved in a timely manner with customer service and client outcomes being paramount.
- This role will be the central point-of-contact for clients with the officers displaying a highđlevel of interpersonal skills and an ability to liaise effectively with a wide range of stakeholders.
- This role will also involve developing Knowledge Base Articles (KBAs), raising incident tickets in SM9 (Service Manager 9), the Departmental service management system, and maintaining 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 1 Desk-side Support Officer you will work in a close-knit team with Level 2 Desk-side Support Officers, a Floorwalking Team Lead and a Program Manager. You will possess the ability to contribute and be both a proactive and effective team member.

**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 the client.

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