Service Desk Agent
2 days ago
We are seeking a motivated and customer-focused
Level 1 Service Desk Officer
to join a dynamic ICT team within the Federal Government.
This role is the first point of contact for ICT support and plays a key part in ensuring seamless technology experiences for users.
Australian citizens with a Baseline clearance are desirable for this role.
About the Role
You will work closely with internal and external stakeholders, resolving first-level technical issues via phone, email, and service management tools.
Supported by the Service Desk Team Leader and Service Desk Analysts, you'll gain exposure to a wide range of technologies while developing your ICT career.
Key Responsibilities:
Act as the first point of contact for ICT support via phone, email, and ITSM tools.
Log, categorise, prioritise, and track incidents and service requests.
Troubleshoot and resolve 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 matters to second-level support as required.
Maintain accurate records of support activities and user interactions.
Assist with onboarding and offboarding processes, including device setup and access provisioning.
Contribute to knowledge base articles and user guides.
Support ICT asset management by updating hardware inventory.
Participate in continuous improvement initiatives and team meetings.
Australian Citizens with a Baseline
clearance are desirable for this role.
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