Service Desk Officer

2 days ago

Canberra, ACT, Australia Hudson Australia Full time

As a Service Desk Officer, you will provide administrative support to staff that is informed and directed by your knowledge of the ICT service support function and undertake research and analysis activities as needed. You will be expected to produce Standard Operating Procedures (SOPs) that will assist the Service Desk technicians and also encourage and support self-service by Institute staff.

You will be required to provide a mix of level 1 and level 2 support when there is a need to support other Service Desk Technicians so you will be expected to liaise with internal and external stakeholders and use, or have the ability to develop, technical skills in the administration of our IT platforms and services.

To be successful in this role, you will have the ability to quickly understand new technologies and have a good understanding of, and compliance with, relevant legislative frameworks, as well as government policy requirements. You will also be accountable for organising and prioritising your workflow, making decisions within defined parameters and seeking guidance when required.

**Under general direction you will**:

- Develop and maintain Standard Operating Procedures and Knowledge Base Solutions
- Publish the solutions for Service Desk and Institute staff use
- Monitor the use of solution documentation and the related reduction of Service Desk requests
- Document, prioritise, track, monitor and follow up support tickets
- Share information, monitor work practices, set work priorities, and develop and maintain Service Desk procedures
- Work within and contribute to the Service Desk team and provide support to the Service Desk Manager
- Demonstrated IT diagnostic and analytical skills to support a complex IT environment.
- Well-developed and effective liaison and end-user support skills to provide a professional user support experience
- Well-developed written and verbal communication skills
- Well-developed interpersonal skills, including the ability to work within, and contribute to, a team
- Well-developed organisational skills, including the ability to determine priorities, develop strategies, procedures and work practices.
- Relevant experience in a comparable IT environment, specifically in the support of Windows 10, M365 user support, desktop and laptops, VMWare Horizon, F5 Big-IP Edge, Exchange ECP and Cisco telephony and Active Directory. Additionally, skills in one or more areas of ManageEngine ServiceDesk Plus, SCCM, Windows Server, and networking systems are highly desirable.

A minimum of 12 months Service Desk experience or experience with ITIL processes and/or formal qualifications in ITIL will be highly regarded.

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