Ict Helpdesk Support Officer Level 1

4 days ago

Brisbane, Australia Exclaim IT Pty Ltd Full time

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- Location: Brisbane, Queensland
- Type: Contract
- Job #14933

**About the role**:
A rewarding opportunity for a Level 1 Helpdesk Support Officer that provides an initial point of resolution, for technical requests in a wide range of software, hardware, in-house products and services utilised throughout the department.

**Key responsibilities**:

- Utilising basic IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions.
- Respond to common requests for support by providing information to enable problem resolution and promptly allocating unresolved calls.
- Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls.
- Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
- Liaise with customers and team members to provide status updates and feedback.
- Utilise developed procedures to maintain records by documenting problems, requests and questions, recommend modifications to procedures and update.
- Contribute to the development and implementation of Service Centre projects.
- Organise individual workload to ensure quality, responsive and appropriate client services.
- Promote effective and efficient communication within the unit and work both autonomously, and in a team environment, to ensure that deadlines and commitments are met.
- Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit

**Skills and experience**:

- Microsoft platform experience
- Active Directory
- Basic Troubleshooting
- Great customer service
- Sound general IT knowledge, including hardware and software, administrative systems and/or other similar in-house systems and Microsoft Office software.
- Demonstrated ability to work independently or as an effective and positive team member, ability to adapt quickly to a dynamic environment and in the provision of ICT support and services activities.
- Strong analytical and problem-solving skills and demonstrated ability to perform computer and peripheral troubleshooting to component level in a safe and effective manner.
- Demonstrated use of effective communication techniques via a range of media to build and maintain effective relationships with diverse internal and external stakeholders.

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