Application Help Desk Support

24 hours ago

Sydney, Australia Atturra Full time

Position Purpose

We are seeking a customer friendly help desk operator who will rapidly respond to and resolve Level 1 IT issues for users. When the person is not rectifying an issue, they will be undertaking data entry, looking at data quality or preparing material for virtual and physical training they will later deliver. The person will be able to obtain and maintain a security clearance and enjoy working inside RAAF Glenbrook in Sydney. There will be infrequent travel to other Defence bases to train users.

Position Specifications

Location: RAAF Glenbrook, Sydney Reports to: GM Operations, Atturra MCS

Position Responsibilities
- Support users of Defence specific technology products and services
- Filter Help Desk calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
- Create a positive customer experience.
- Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining user accounts.
- Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
- Improve client references by writing and maintaining documentation.
- Participate in development of client training programs by identifying learning issues and recommending instructional language.
- Improve system performance by identifying problems and recommending changes.
- Update job knowledge by participating in education opportunities.
- Maintain and update training material.
- Conduct virtual training.
- Conduction face-to-face training.

**Experience / Qualifications**
- Ability to multi-task
- Patience and understanding
- Relationship management
- Problem solving
- Diagnostic ability
- Application knowledge
- Verbal communication
- Customer service focus
- Quality focus, particularly data entry
- PC proficiency, particularly MS Office 365 tools
- An ability to maintain records and produce reporting
- Data input to systems as required
- Instructional ability adequate to deliver user training
- Relevant higher education
- Similar help-desk experience
- Demonstrated instruction/teaching experience

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