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Service Desk Agent
2 weeks ago
SKL Technology is currently looking for a Service Desk Agent to work for a National Research client.
Location: Canberra, ACT.
Type: Contract
Length: 12 months with extensions
Working Environment: 3 days in office, 5 days preferable
Citizenship: Australian Citizens only
This role involves speaking to both internal and external stakeholders via email and phone to resolve first-level technical support issues under the guidance of the Service Desk Team Leader and with the assistance of Service Desk Analysts. The successful candidate will demonstrate strong communication skills, a customer-focused mindset, and a willingness to learn and grow within a dynamic ICT environment.
Key duties and responsibilities
- Act as the first point of contact for ICT support via phone, email, and service management tools.
- Log, categorise, prioritise, and track incidents and service requests in the ITSM system.
- Provide timely and effective troubleshooting and resolution of common ICT issues, including:
- User account and password resets
- Printer and peripheral support
- Desktop and laptop hardware issues
- Software installation and configuration
- Network connectivity and VPN access
- Research Management System (RMS) issues
- Escalate complex or unresolved issues to second-level support teams as required.
- Maintain accurate records of support activities and user interactions.
- Assist with onboarding and offboarding processes, including device setup and user access provisioning.
- Contribute to the development and maintenance of knowledge base articles and user guides.
- Support ICT asset management by tracking and updating hardware inventory.
- Participate in continuous improvement initiatives and team meetings.
Technical skills
Strong interpersonal and communication skills, with a focus on customer service. Basic understanding of ICT systems, including Windows OS, Microsoft 365, and networking fundamentals. Ability to follow procedures and work collaboratively in a team environment. Willingness to learn and adapt to new technologies and processes. Good organisational skills and attention to detail.
