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 and resources
• Business and Office applications support
• 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
This is a high pressure/high workload environment, and we are looking for someone who is experienced in, or can learn the following:

• Providing technical support for a range of hardware, software, and peripherals.
• Managing incidents and allocating unresolved calls.
• Allocating and managing Smartcards and building access.
• Managing requests and providing support for VoIP and telephone services.
• Providing timely, accurate and appropriate responses to customer queries.
• Maintaining a professional polite, respectful, and positive disposition.
• Being firm and fair when saying no or disagreeing.
• Recording details clearly and accurately using appropriate tools.
• Actioning online requests for access and accounts as appropriate.