Help Desk Officer

Our government client is seeking an experienced Help Desk Officer with an outstanding attitude, strong IT skills and desire to expand their career within customer focused service centre 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.
 

• Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken to ensure high quality, safe, services and workplaces.
• Provide operational support (on-site and remote) to 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 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 contact centre as a primary method of incident resolution.
• Accurately triage and escalate incidents where required according to policies and procedures.
• Prioritise and allocate 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. 
• Develop, 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 ITSM processes.
• Ability to supervise staff in the delivery of high-quality ICT support by ensuring standards and procedures are adhered to.

• Demonstrated technical expertise in the management, configuration, monitoring, and implementation of ICT environments in one or more technical domains.
• Proven experience in delivering high quality ICT support to clients, with an emphasis on managing workloads, prioritising tasks, and working unsupervised.
• Proven experience and ability to identify and resolve ICT related problems within defined Service Level Agreements.
• Demonstrated ability to coordinate multiple tasks within agreed priorities, timeframes, and accountabilities.
• Demonstrated interpersonal skills and personal qualities that facilitate the development of good working relationships, including mentoring of junior staff, and enhance the provision of quality client service in a team environment.
• Well-developed oral and written communication skills that enable the creation and/or maintenance of system documentation, work instructions and technical reports for management.
• Demonstrated experience or the ability to quickly learn ServiceNow and ITIL Service Management processes.
• Ability to maintain an awareness and understanding of new and emerging ICT technologies and products 

• A driver’s licence (C class) would be highly desirable
• Participating in on-call arrangements may be a requirement of this position. Appropriate renumeration under the award will apply.
• The ability to be available as point of escalation where major service interruptions occur out of hours. Appropriate renumeration under the relevant award will apply.
• Travel may be a requirement for this position as this position may be required to work at different sites.

For a confidential chat, please contact Emily on 0437 453 *** or via email at *****@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.