Service Desk Officer

2 weeks ago

Melbourne, Victoria, Australia Public Sector People Full time

Local Government
- Logan Central
- ASAP Start
- 3 month contract with possible extension
- Free onsite parking
- Onsite working only no hybrid
- $36 per hour + super
- Weekly pay

**Key responsibilities**:

- Act as a customer champion, provide a high standard of phone, remote and face to face support to Council staff by listening, empathising, and analysing their problem(s) and identifying the correct outcome for them to resolve their issues.
- Drive a positive customer experience where their call or problem is resolved at the first interaction.
- Provide timely resolutions to customers.
- Take responsibility for the customer interaction from start to finish and deliver on our promises and commitments.
- Log, escalate, update, and resolve Incidents and Service Requests in accordance with IT processes.
- Manage the deployment and upgrades of Council computer, mobile and peripheral assets.
- Log, update, and maintain IT records on Council hardware and software assets.
- Maintain ICT systems and access permissions in line with security procedures to avoid breaches to the network.
- Provide communication to Council staff in the logging of, communication, and resolution of unplanned major and high severity incidents.
- Provide communication to Council staff in the planned maintance/upgrades to Council systems and network infrastructure.

**Essential requirements**:

- Excellent telephone manner written and verbal communication skills, used to dealing with senior internal stakeholders and external vendors.
- Excellent technical support and troubleshooting skills, with experience using remote desktop, call centre, and ITSM toolsets.
- Working knowledge of how to successfully implement minor changes to forms and workflows within ITSM tools.
- Detailed knowledge of Microsoft Office and Office 365, Microsoft Windows 7 &10, Azure AD, Intune and Microsoft Active Directory, Apple IOS, and Android.
- Relevant Tertiary or Diploma qualifications and industry certifications in Information Technology (e.g.ITIL V4) highly regarded.

**Experience required**:

- 2 years experience in the role
- Government experienced preferred but not mandatory
- The delivery of IT products and services in a large, moderately complex organisation (preferably in a Service Desk or Technical team).

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