AddressWe are working closely with one of our key government clients to secure them a number of experienced and customer focussed Helpdesk and Technical Officers to work in their Digital Services & Information Technology Group.
We are seeking candidates with an outstanding attitude, strong IT skills and desire to expand their career with in a customer focused helpdesk environment. If you possess exceptional client service skills and have a passionate and dynamic approach to your role, then we would like to hear from you.
What you will be involved with:
- Provide operational support (on-site and remote) to this client’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 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; and
- Meet enterprise service levels by applying ITSM processes.
- 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; and
- Demonstrated experience or the ability to quickly learn ServiceNow and ITIL Service Management processes.
For more information or a confidential discussion please call Ben Pace at u&u on 32329112 or email ********@uandu.com quoting reference number 37147.
At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request via ***********@uandu.com or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.
Please submit your resume in Word format only.
