Senior Service Desk Agent

The Service Desk Team provides support services to staff in the Department of Employment and Workplace Relations, client agencies, their Ministers and Assistant Ministers by being the first point of contact for information and assistance with IT and corporate services.
We provide support services for the following:

• Accessing the IT network
• Business and Office applications support
• Remote Access Services (RAS)
• Telephony/VoIP and Mobile Services
• Switchboard.

The team delivers its services by:

• Being the first point of contact.
• Managing Incidents and Requests.
• Promoting service automation and self-service where appropriate.
• Ensuring services are provided in the most effective and efficient way.
• Striving for excellence in customer service.
• Caring for our staff.
• Providing after-hours support.

The Service Desk operates from 7 am to 7 pm, Monday to Friday on a rotating roster.
The key duties of the position include
Roles and Responsibilities may include:

• Providing second level customer support for complex telephone calls and emails, including troubleshooting & escalation
• Monitoring and maintain Service Desk queues, including the ability to accurately recorded in ServiceNow.
• Managing client's enquiries quickly and effectively
• Ensuring all team targets/KPI's are reached.
• Maintaining knowledge across all Service Desk areas of responsibility
• Supporting and monitoring the relationship with technical teams when dealing with follow up enquires.
• Contributing constructively to meetings and general discussions.
• Assisting other Service Desk Agents when required.