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 - ************@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. Please click here to apply.