Address
Form of workAbout the Role:
The Service Desk provides ICT support to 5 major Queensland Government departments and is available on business days from 7:30am to 5:30pm. On average the Service Desk processes over 5,000 contacts per month (via calls, email and the service catalogue). The Service Desk strives to be high performing, client focused team that provides timely, quality and value for money, ICT solutions and services for our partner Agencies.
To be considered for this role, you must have:
- Experience providing excellent customer service to a diverse client base – QLD government experience an added benefit
- Experience with Ivanti Service Manager Service Desk software (or similar)
- Experience with Amazon Connect call management software (or similar)
- Experience supporting Apple and Android mobile devices using InTune company portal (or similar)
- Advanced communication skills in responding to clients with diverse backgrounds and varied professions. e.g. executives, scientists, field workers
- Experience in problem solving and troubleshooting techniques
- Good technical knowledge and ability to work within a dynamic team environment.
- Microsoft exchange
- Microsoft active directory
- Microsoft windows desktop and tablet operating systems
- Microsoft 365 product suite
- Citrix
- Data network communication
- Ivanti Service Desk software (or similar)
- Amazon Connect call centre software (or similar)
- Provide quality first point of contact for customers for ICT incidents and requests.
- Respond to requests and incidents following a defined process, including escalation procedures.
- Provide feedback on Service Desk processes, procedures and documentation in a way that supports and improves the service provision delivered by the Service Desk.
- Use of InTune Company Portal and RSA SecurID tokens for mobility solutions.
- Mobile technologies (iPhone and iPad)
- Ability to adapt quickly to changes in technologies and process
- Commitment to customer service
- Ability to absorb and organise a large amount of information.
- Enjoys working and participating in a team environment.
- Fast learner and efficient worker.
- Proactive and self-motivated.
- Analytical and methodical.
- Welcomes feedback on their performance
- Good attention to detail
If this opportunity sounds interesting, please click "APPLY".
Tender closes at 12pm on Tuesday 23 April 2024.
