Service Desk Officer

4 days ago

Canberra, Australia Halcyon Knights - LogicMelon Full time

12 month contract
- Busy Service Desk Environment
- Excellent Customer Service Skills

We are seeking an enthusiastic and reliable **Service Desk Officer **to play a crucial role in delivering high-level customer service and providing **level 1 **corporate and technical support to departmental staff and external clients.

This position requires cross-skilling and the ability to work closely with multiple teams across the Enabling and Business Services Group.

**Responsibilities**:

- Provide 1st level ICT service desk support and 1st level corporate triage services for all department staff.
- Manage the main switchboard, providing advice and directing calls to other areas within the department.
- Troubleshoot technical issues using ServiceNow and other remote support software.
- Articulate and communicate technical issues with clients to find resolutions.
- Demonstrate a creative approach to problem-solving and troubleshooting.
- Take ownership of customer requests and follow through until resolution.
- Actively seek opportunities to increase skills, knowledge, and capability.
- Collaborate effectively with all levels of the organization and exhibit strong interpersonal skills.
- Maintain a positive and friendly attitude while assisting individuals with technology and corporate requests.

**Ideal person**:

- Genuine interest in being a multifunctional team member in both corporate and digital capacities.
- Experience in a call center or service desk environment is desirable.
- Familiarity with troubleshooting tools such as ServiceNow and other ticketing and remote support software.
- Excellent verbal and written communication skills to effectively articulate technical issues.
- Strong problem-solving and troubleshooting skills.
- Willingness to learn and adapt to changing technologies and processes.
- Ability to work well within a team and contribute to a positive team culture.
- Strong skills in dealing with people and providing exceptional customer service.

**Working Arrangements**:

- Roster system, including onsite support, full time (8 hours day) between 8:00 am to 5:30 pm.

**Security Clearance**:

- Must be** able to obtain **Baseline security clearance (Australian citizens only).

**Experience required**:

- Monitor team service request queue and respond to and resolve level one ICT or corporate customer inquiries within Service Level Agreement (SLA) timeframes.
- Assist in finding solutions to corporate and ICT problems faced by users and the business, including supporting users through change activities and digital innovation.
- Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation teams.
- Provide input and update knowledge guides for users and Standard Operating Procedure (SOP) documentation for administrators, if required.
- Actively participate in team meetings, providing feedback, problem detection, solutions, escalation, and seeking advice and assistance if needed.
- Research required information using available resources.
- Promote the use of online channels and client self-service options.
- Support a team culture of continuous improvement in line with business objectives.
- For more information contact Erin 0448 172 865 or Fran 02 6201 0100.

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