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Form of workYour new company
This government department offers a wide range of services to the public with the aim of creating a secure and peaceful environment by reducing crime and disorder. It is a large and complex organization that is constantly under public scrutiny and accountability due to the nature of its operations. This department provides services to more than 100 locations across the state, 24 hours a day.
Your new role
The Service Desk Officer is responsible for providing efficient first-level ICT advice and support to all areas of this Department. They offer customer-centric services to assist end-users in effectively utilizing technology to perform their duties.
- Diagnosis and correction of incidents, (including end user training) including, but not limited to: Windows, MS Office, EMail, LAN, WAN, Printers, other peripherals, Web and PC based applications and mainframe terminal emulators.
- Provisioning access to systems and printers.
- Rceiving and logging incidents and requests that come in to Service Desk via telephone, fax, e-mail, walk-ins, forms or files, utilising the service management tracking system.
- Documenting, tracking, updating and analysing customer requests and escalating cases to appropriate support areas within the department and external providers as appropriate.
- Monitoring escalated cases and advising customers on the status of their outstanding matters
- Reporting to the Team Leader any issues of concern (such as high impact incidents; or high occurrences of similar incidents or requests; or excessive consumption of resources).
What you'll need to succeed
- Experience in a customer service environment directly responsible for resolving clients’ ICT incidents and requests; and effectively managing multiple tasks without direct supervision.
- Proven ability to communicate effectively both verbally and in writing, with a wide range of people from technical and non-technical backgrounds and to share technical knowledge and skills with colleagues.
- Well developed keyboard skills in relation to speed, accuracy and formatting.
- Sound knowledge of networks, and of multiple hardware platforms (including PCs, laptops, tablets and smartphones); computer operating systems and common PC software applications and desktop peripheral equipment.
- Experience with Service Desk support software and processes including remote support tools; and familiarity with various call logging software and ITSM principles.
- Tertiary qualifications in computing and/or certification in accredited computer training.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or ravindu.tharuka@hays.com.au for further information.
At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
