AddressAs a Service Desk Officer, you will play a crucial role in our organisation by providing efficient and effective support for our digital products and services. You will be responsible for receiving, logging, and resolving service requests and incidents, ensuring timely escalation when necessary. Your expertise will contribute to the enhancement of our Service Desk function and the continuous improvement of our digital platforms.
Key Responsibilities:
- Receive, log, resolve, and escalate service requests and incidents.
- Analyse and resolve requests to maximise resolution at the first point of contact, escalating when necessary.
- Allocate calls promptly and accurately, managing queues effectively and acting as a subject matter expert for incident resolution.
- Provide timely updates to call logging systems, identifying urgency and impact, and ensuring stakeholders are informed.
- Educate customers on digital technologies and promote digital self-serve options to drive operational efficiencies.
- Install software to digital standards, ensuring proper configuration and functionality.
- Contribute to the development and maintenance of Service Desk processes, procedures, and documentation.
- Provide coaching and mentoring to team members and contribute to the overall improvement of the Service Desk function.
- Collaborate effectively across teams and maintain confidentiality in accordance with company policies.
Selection Criteria:
Essential Criteria:
- Degree qualification in Computer Science, Information Technology, or related discipline, or equivalent experience.
- Microsoft or CompTIA Certification, or demonstrated experience in Information Technology.
- Experience in IT support function and providing subject matter expertise.
- Knowledge of Service Desk systems and IT tools.
- Understanding of IT service principles and service levels.
- Effective communication, teamwork, stakeholder management, and customer service skills.
- Ability to work as part of a high-performing team to meet objectives.
Desirable Criteria:
- Experience resolving problems with PC systems, peripherals, desktop operating systems, and common desktop applications.
- Experience with deployment and configuration scripts on Microsoft platforms.
- Customer-centric approach with a focus on future-oriented analysis.
- Experience in establishing or updating work instructions/processes.
- Strong aptitude for adapting to emerging technologies.
How to Apply:
Follow the Apply button and submit your CV.
Contact Aleisha Murray at Data#3 on 0481 516 *** or **************@data3.com.au
If you do not meet the role criteria but are still interested in hearing about opportunities through Data#3, please also get in touch for more information on our other available positions!
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