IT Service Desk Officer

6 days ago

Brisbane, Australia Halcyon Knights Full time

Contract to Perm Opportunity
- Plenty of parking on-site
- Opportunity to support a national construction company

Our client is a National Civil Construction company and they are seeking an experienced IT Service Desk Officer to join their team on an initial contract basis, with view to go permanent after a few months. As the IT Service Desk Officer, your primary objective will be to effectively manage the Service Desk and maintain the Information Communication Technology (ICT) Systems. This includes overseeing both on-premises and cloud infrastructures for storage, compute, end user computing (EUC), networking, backup, disaster recovery, security, and associated management systems and tools.

**Responsibilities**:

- Manage the day-to-day triaging of tickets in their ITSM system, ensuring timely resolution of IT Service Desk requests.
- Provide first-line IT support to internal staff, addressing and resolving technical issues.
- Perform level 1 & 2 tasks, including imaging of laptops, network/server & AD administration.
- Triage IT tickets and escalate as necessary to appropriate resources.
- Conduct research on ICT solutions to meet organizational needs.
- Conduct trials and perform Proof of Concepts (PoC) solutions and Pilot implementations.
- Provision required infrastructure and services for solutions.
- Oversee the implementation of solutions, ensuring smooth deployment and functionality.
- Document solution as-built documentation and Business as Usual (BAU) hand-over documentation.
- Collaborate with contractors and suppliers as required.

**Selection Criteria**:

- Minimum of 2 years of IT experience in a similar role.
- Excellent service desk support skills in a Microsoft environment.
- Preferably, experience with Office 365.
- Proficient in Microsoft domain management, particularly Active Directory.
- Ability to effectively manage and prioritize workload under pressure.
- Strong oral and written communication skills, with emphasis on maintaining documentation.
- Detail-oriented with a methodical approach to tasks.
- Previous experience in the construction industry is preferred.
- ITIL Foundation certification or two years' experience working in an ITIL environment.
- Familiarity with Service Desk software such as ServiceNow.

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