Address
Form of workAs a Service Desk Officer, you will be the first point of contact for customers regarding IT incidents and service requests. Your role will involve resolving customer issues efficiently and effectively while providing exceptional service. Depending on your level of competency, you will be classified as either Level 3 or Level 4.
Position Responsibilities:
- Provide technical support to resolve IT-related incidents.
- Ensure all incidents and service requests are acknowledged and resolved within SLA timeframes.
- Document all incidents and service requests with clear details.
- Utilise investigative techniques and knowledge articles to resolve ICT issues.
- Provide first-level support to users for ICT systems.
- Provide second-level escalation and subject matter expertise.
- Perform desktop installs, moves, and upgrades.
- Mentor and support Service Desk staff.
- Act as the Coordinator Service Desk when required.
- Develop a strong client focus to achieve excellent customer satisfaction levels.
- Clearly understand and clarify customer issues and expectations.
- Communicate progress and urgency of incidents or service requests with customers.
- Maintain technical skills and contribute to knowledge articles.
- Identify and implement improvement opportunities.
- Document and share knowledge to improve service delivery processes.
Success Criteria:
- Experience with Microsoft Teams
- ITIL Foundation Certification, current Driver’s License.
- Industry-related qualifications or equivalent experience.
- IT troubleshooting knowledge, experience with Service Management software.
- Excellent oral and written communication skills.
- Demonstrated experience in providing excellent customer service.
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!
TANI111508
