Helpdesk Officers

1 week ago

Brisbane City, Australia Troocoo Full time

The department is seeking an individual with an outstanding attitude, strong IT skills and desire to expand their career with in customer focused helpdesk environment.  If you possess exceptional client service skills and have a passionate and dynamic approach to your role, and then we would like to hear from you.

What will you be doing:

  • Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken in order to ensure high quality, safe, services and workplaces.
  • Provide operational support (on-site and remote) to the department's sites as required in a primarily Microsoft environment.
  • Configure/install/monitor/support/manage the ICT environments by high level technical expertise.
  • Provide a level of training of the department's desktop environment and applications to end users where required.
  • Develop and maintain ICT documentation including knowledgebase articles and work instructions.
  • Provide Tier 1/2 technical support and participate on the helpdesk as a primary method of incident resolution.
  • Accurately triage and escalate incidents where required according to policies and procedures.
  • Prioritise allocated tasks, meet deadlines and manage own workflows to ensure tasks are completed in a client focused manner within defined service levels.
  • Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.
  • Update, maintain and work within procedures for the maintenance of one or more technical domains.
  • Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.
  • Meet enterprise service levels by applying the department's ITSM processes.

Skills and Experience:

  • Technical knowledge and/or experience in the management, configuration, monitoring and implementation of ICT environments in one or more technical domains.
  • Ability to deliver high quality ICT support to clients, with an emphasis on managing workloads and prioritising tasks.
  • Ability to identify and resolve ICT related problems within defined Service Level Agreements.
  • Demonstrated interpersonal skills and personal qualities that facilitate the development of good working relationships and enhance the provision of quality client service in a team environment.
  • Sound oral and written communication skills to assist with the creation and/or maintenance of system documentation and work instructions.
  • Demonstrated experience or the ability to quickly learn ServiceNow and ITIL Service Management processes.

Qualifications, professional registration, conditions and other requirements:

  • A driver’s licence (C class) would be highly desirable.
  • Participating in on-call arrangements may be a requirement of this position.
  • Travel may be a requirement for this position as this position may be required to work at different sites

These positions close Thursday 27th June 2024.

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