Service Desk Officer

4 weeks ago

Port Macquarie, Australia Essential Energy Full time

We are unique   

Join our organisation and experience a culture that fosters camaraderie and personal growth, serving and connecting the regional communities of NSW and southern QLD. Enjoy work-life balance and training and development opportunities across a diverse range of career pathways. 

About the role  

Reporting to the Human Support Manager, you will provide centralised remote support and service to the business. This will be accomplished by both proactive and reactive means via customer phone calls and email. 

As the Service Desk Officer, you will assist in managing incidents and service requests through to resolution, escalation and closure communication with relevant support teams as required. 

Key responsibilities: 

Provide first level technical customer support services following agreed procedures, and assistance in escalation management to enable resolution, achieve business objectives, optimise call resolution times and customer satisfaction, and meet service level requirements  Understand the Incident Management process and utilise Essential Energy Service Desk tools and technologies to manage calls to resolution, allocate unresolved calls and maintain records  Effectively utilise and update the Service Desk Knowledge Database  Monitor changes in technology on all types of computer hardware and PC operating systems  Liaise with suppliers (Vendors) and IT customers to have issues resolved in a timely manner 

This is a fixed term role until 7 February 2025 and will be based in Port Macquarie.

About You   

To add value to this role you will have demonstrated experience in a similar ICT support role with proven experience in applying customer service techniques in an IT environment including providing remote support services. 

You will be experienced in supporting and operating enterprise email services and office product software such as Office 365. 

Skills

Strong communication and interpersonal skills with a focus on the provision of customer service to all relevant stakeholders Ability to understand and apply Essential Energy Information Technology Infrastructure Library (ITIL) practices  Strong technical support skills in a wide range of ICT disciplines (devices, applications, technologies systems)  Ability to use SCCM software 

Required Qualifications

Certificate III in Information, Digital Media and Technology or demonstrated capability through past employment experience and/or relevant qualifications 

Desirable

Drivers Licence ITIL Certification 

Why Essential Energy  

We offer competitive remuneration commensurate with skills and experience and 16% Superannuation. 

For information on our employee benefits (such as Fitness Passport, Apple, JB Hi-Fi and Dell Employee Purchase Programs and 26 weeks paid parental leave for primary and secondary carers) please visit our careers website. 

We are proud to be recognised as a  .

We’re a business with a huge range of operational and corporate roles aimed at connecting our communities.

As a pivotal player in the energy future of NSW and the country – we cover 95% of NSW and parts of southern QLD - we are an organisation with a wider variety of roles than you may first think.

Whether you want to work remotely, in a coastal region or rurally, we will invest in you, develop you and help you shape a career in energy that will give you future opportunities you may never have realised in a sector where there is so much to explore. 

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