Service Desk Support Level One

Our client is an SA Government Agency that seeks a Service DeskLevel One Support Officer (ASO3) with a strong customer service background, and exceptional verbal and written communication skills. Applicants will have appropriate IT qualifications. Prior experience in a Government environment and knowledge of SA Gov IT Systems would be highly advantageous. 

The successful candidate will possess the following capabilities:

Technical Capabilities:

• Service Desk Management: Ability to provide first-level support through various channels (phone, email, web), ensuring efficient incident logging, monitoring, and resolution.
• Remote Support Proficiency: Competence in providing remote support for desktop, laptop, mobile phones, and peripheral devices, ensuring their effective use.
• CMDB Maintenance: Skill in maintaining accurate records in the Configuration Management Database (CMDB) and advising on software and hardware asset tracking.
• Knowledge Base Management: Capability to contribute to and modify content within the internal ICT knowledge base, ensuring accurate and up-to-date information.
• Equipment Provisioning: Ability to manage the provisioning and tracking of loan equipment, including the maintenance of the loan booking system and conducting regular equipment checks.

Interpersonal Capabilities:

• Customer Service Excellence: Ability to create a positive customer support experience by providing clear, patient, and professional communication, and maintaining regular updates on ticket progress.
• Effective Communication: Skill in providing clear instructions and keeping customers informed throughout the problem-solving process.

Organisational Capabilities:

• Record Keeping: Competence in ensuring that all incidents and requests are accurately logged and tracked, and that information is maintained accurately in relevant records.
• Quality Assurance: Capability to perform quality checks on logged incidents and requests, ensuring accurate tracking and monitoring.
• Training Material Development: Skill in creating or modifying training guides for both internal and customer use, based on knowledge base information.

Problem-Solving Capabilities:

• Incident Resolution: Ability to resolve 80% of calls at the first point of contact by effectively diagnosing and troubleshooting issues.
• Analytical Thinking: Skill in analyzing incidents and requests to provide accurate and effective solutions.

 
 Job details and requirements:

• Ability to work within a rostered environment providing support from Monday to Friday between 8:00am to 5:00pm
• 3 month contract (potential for extension or permanent role)
• WFH arrangement – 1 week office / 2 weeks home
• ASO3 level $42.55 - $45.35 per hourly rate commensurate with experience.
• Convenient location in Adelaide CBD with easy access to public transportation.

 If this role aligns with your skills, apply now for immediate consideration. Please note that only candidates meeting the essential experience will be contacted. Your interest in the position is greatly appreciated.

 
For further information, please contact Francoise 03 9997 9*** / 1300 946 096