Information Technology Service Desk

2 days ago

Melbourne, Victoria, Australia Gallant Collective Full time $104,000 - $130,878 per year

About the Role:
We are seeking an experienced IT Help Desk Technician to join our clients team on a short-term contract basis, with the possibility of extension. This role involves providing support for a variety of IT-related issues, with a focus on ensuring seamless service for employees and teams. You'll play a vital role in troubleshooting, managing tickets, and enhancing the IT experience in an Office 365 environment, while maintaining a professional and customer-focused approach.

Location:
Melbourne CBD

Contract Duration:
Initial 4 Weeks with the View to Extend

Start Date - Monday 15th September

Key Responsibilities:

  • Client Support:
    Respond to and acknowledge user requests in a timely and respectful manner, whether via verbal or email communication, ensuring users are supported on the same day of their initial request.
  • Ticket Management:
    Manage Service Desk tickets effectively by documenting resolution, root causes, or workarounds. Provide regular updates in tickets to reflect progress or communication made, ensuring tickets are closed promptly.
  • Service Desk Operations:
    Proactively monitor and manage the Service Desk ticket queue. Take ownership of tickets to ensure equitable distribution of workload among technicians, striving to close open tickets within 7 days.
  • Collaboration:
    Provide support and services regardless of physical location, embracing a truly National Service Desk model. Ensure support is provided seamlessly across all locations, breaking 'state borders'.

Mandatory Technical Experience:

  • IT Support:
    Proven experience in an IT support role, providing direct assistance to colleagues with frequent interaction.
  • Office 365 Expertise:
    Familiarity and experience in enhancing collaboration and productivity through Office 365 tools.
  • IT Equipment & Applications:
    Strong experience with Microsoft applications, server tools, and SCCM.
  • Technical Proficiency:
    Hands-on expertise in desktop operating systems, software installation and troubleshooting, mobile device configuration, audio-visual technologies, and other cloud-based technologies and applications as required.

Key Performance Metrics:

  • Timely response to client requests, ensuring they are acknowledged and worked on the same day.
  • High-quality ticket management, including the documentation of resolutions, root causes, and progress updates.
  • Aim to close tickets within 7 days, contributing to the efficiency of the Service Desk.
  • Proactive monitoring of the Service Desk ticket queue and an equitable workload balance with other technicians.
  • Foster a National Service Desk model by providing support regardless of physical location.

Non-Technical Criteria / Soft Skills:

  • Clear Communication:
    Ability to communicate with confidence and professionalism, ensuring users feel supported.
  • Self-awareness:
    Ability to reflect on personal behavior and its impact on others, ensuring positive and effective working relationships.
  • Client-Focused:
    Responsive to client needs, anticipating and addressing challenges proactively in a helpful and professional manner.
  • Time Management:
    Strong prioritization skills to effectively balance multiple assignments and projects within agreed timeframes.

We look forward to hearing from you

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