Service Desk Officer

**The primary objectives of the position are to**:
*
- Be the first point of contact for customers for ICT issue resolution, triage issues as required and provide basic (L1) to intermediate (L2) technical support, ensuring monitoring of issue resolution, timely follow up with customers and a positive customer experience.
- Provide assistance where necessary across the IT Technology Operations team to ensure the best outcome for customers and the organisation's operations.
- Work collaboratively and constructively within the team and across the other IT Services teams to support seamless delivery to customers and fit for purpose and secure IT services.

**Responsibilities of the position include**:
*
- Provide support and assistance to customers when they contact the Service Desk for resolution of ICT issues, including delivering basic (L1) to intermediate (L2) technical support as appropriate, ensuring a strong focus on timely resolution and responsiveness and a positive customer experience.
- Ensure triaging and escalation of issues for higher level technical support, identification and pre-empting emerging issues, and provide appropriate follow up to customers to minimise the impact on critical operations and enhance customer experience.
- Complete all required administrative processes and system documentation to ensure that information is accurate and up-to-date and procedures are followed.
- Record and update all issues in ServiceNow in a timely manner from registration of issue/fault, through to resolution.
- Provide support and assistance to customers in issues resolution, demonstrating sensitivity to their needs and a responsiveness focus, to ensure a seamless and positive customer experience.
- Educate and train, at point of need, in the operation of computer software and hardware to support customer capability uplift and a positive experience.
- Support others across the IT Services unit and, using appropriate engagement and communication styles, contribute to a positive team culture, with a focus on collaboration and the customer experience.
- Undertake finance and administrative activities as required to ensure accurate records and reporting, compliance with organisational financial standards and timeframes and the best advice for decisions.
- Contribute to the development, implementation and improvement of operational processes, including ServiceNow, and IT policies and standards to ensure items are up-to-date and processes are fit for purpose.
- Follow procedures to ensure all issues are logged, updated and closed to allow reporting, ongoing triage and prioritisation, and the enhancement of the knowledge base over time.
- Oversee tasks allocated to and engage constructively with vendors, suppliers and other agencies as required to ensure delivery of the IT Services program of work and operational services.
- Work closely with vendors to resolve escalated issues and problems showing a sense of urgency reflecting sensitivity to the operating environment and ensuring the issues and resolutions are appropriately documented to improve capability and the knowledge base.

Applications should include a cover letter, resume and a 1-2 page suitability statement addressing the requirements of the role and in particular:

- Experience working in a hands-on Desktop Support role with strong client focus, providing practical and direct support to customers, including remotely and where there are critical business operations in a sensitive environment.
- Experience in providing L1 and some L2 technical support and troubleshooting on all aspects of computer hardware, network, mobile device and software that are relevant to the Parliamentary Services technology and operating environment. Demonstrated ability to understand the issues, troubleshoot and diagnose technical problems across computer hardware, network, mobile devices and software and recommend a course of action to solve the issue, including escalation to a higher level of support, while remaining calm under time pressures.