Helpdesk / Level 1 Support

2 weeks ago

Brisbane, Australia Hudson Australia Full time

As an ICT Helpdesk Support Officer Level 1, you will play a pivotal role in providing first-level technical support to our end users. You will utilise your IT expertise to troubleshoot and resolve issues promptly, contributing to a high-quality service delivery model.

Must be based in Brisbane with full work rights in Australia.

**Key Responsibilities**:

- Receive and manage requests for first-level technical support following established procedures, logging problems, and questions.
- Respond to common support requests by providing information to facilitate problem resolution and promptly escalate unresolved issues.
- Conduct initial problem assessments and educate end-users to minimise recurring incidents.
- Contribute to the knowledge base by documenting known errors and fixes, enhancing organisational efficiency.
- Liaise with customers and team members to provide status updates and feedback, ensuring transparent communication channels.
- Maintain accurate records of problems, requests, and questions, recommending procedural modifications as needed.
- Participate in Service Centre projects, contributing to their development and implementation.
- Organise workload effectively to ensure responsive and high-quality client services.
- Foster effective communication within the unit, collaborating both independently and as part of a team to meet deadlines and commitments.
- Contribute to the development, implementation, and review of systems, policies, and procedures essential for operational efficiency.

**Desirable Attributes**:

- Experience with Microsoft platforms and Active Directory.
- Basic troubleshooting skills.
- Demonstrated commitment to providing excellent customer service.

**Key Selection Criteria - Knowledge, Skills, and Attributes**:

- Strong general IT knowledge encompassing hardware, software, school administrative systems, Microsoft Office software, or similar in-house systems.
- Demonstrated ability to work independently or collaboratively in a dynamic environment, providing effective ICT support and services.
- Proficient analytical and problem-solving skills, with the ability to troubleshoot computer and peripheral issues effectively and safely.
- Proven use of effective communication techniques across various media to build and maintain relationships with diverse stakeholders.

**Benefits**:

- Ongoing training and development opportunities.
- Supportive team environment committed to providing quality service.

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