Service Desk Agent
24 hours ago
SKL Technology is currently looking for a Service Desk Agent to work for a National Research client.Location: Canberra, ACT.Type: ContractLength: 12 months with extensionsWorking Environment: 3 days in office, 5 days preferableCitizenship: Australian Citizens onlyThis 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 responsibilitiesAct 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 resetsPrinter and peripheral supportDesktop and laptop hardware issuesSoftware installation and configurationNetwork connectivity and VPN accessResearch Management System (RMS) issuesEscalate 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 skillsStrong 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.
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Service Desk Agent
4 days ago
Canberra, ACT, Australia SKL Technology Full timeSKL Technology is currently looking for a Service Desk Agent to work for a National Research client.Location: Canberra, ACT.Type: ContractLength: 12 months with extensionsWorking Environment: 3 days in office, 5 days preferableCitizenship: Australian Citizens onlyThis role involves speaking to both internal and external stakeholders via email and phone to...
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Service Desk Agent
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Service Desk Agent
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Service Desk Agent
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