Senior It Service Desk Officer

Sr. Service Desk Officer - 6 months contract - Sydney CBD location
Your new company
We are recruiting a Senior Service Desk Analyst for a reputable government agency based in Sydney CBD.
Your new role
As a Senior Service Desk Analyst, you will play a crucial role in ensuring the smooth operation of our IT systems and providing high-quality support to the internal stakeholders.

• You will be responsible for resolving complex technical issues, troubleshooting software and hardware problems, and escalating issues as needed.
  
• Deploy and decommission ICT solutions, such as telephony, AV and end user computing. This includes end-user training, and liaising with vendors on offboarding processes.
  
• Provide coaching and training to other team members and end users, document procedures, user guides and suggest process improvements.
  
• Build and maintain key relationships with users, technical staff and stakeholders to determine and resolve issues.
  
• Provide accurate advice about technical issues and solutions to assist with specifying and documenting business requirements for new or existing solutions.
  
• Manage hardware and software escalations with vendors and internal stakeholders, providing status updates on vendor tickets, until the matter is resolved.
  
• Manage the Service Desk systems. This includes changes to configuration, upgrades, testing and engaging with the business to create new workflows.
  

What you'll need to succeed

• Minimum 3-5 years' experience in similar roles.
  
• Proven experience providing level 2- Level 3 IT support, facilitating the resolution of escalated issues, promoting collaborative relationships, and having an ability to accurately identify and raise emerging issues
  
• Working knowledge of IT Service Management Processes, focusing on Incident management and Service request fulfilment.
  
• Demonstrated experience in AV Support and Windows environment.
  
• Recent practical experience in IT field support and escalation management.
  
• Demonstrated experience in Microsoft MDM\Intune administration.
  
• Knowledge & experience within IT infrastructure services, in particular the operation and support.
  
• Excellent communication and proven experience in building relationships.
  

What you'll get in return

• Great work culture
  
• Attractive hourly rates
  
• Sydney CBD location
  

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 - Taruna.yadav@hays.com.au, or call us now.+61 2 9249 2207
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.