ICT Service Desk Officer Contract NEW

• $45 – $55 per hour
• 6 Month Contract + Multiple extension opportunities
• Geelong, Victoria Location

Our Client, a large Federal Government Agency, is seeking mulitple Service Desk Officers to join their team.

The ICT Service Desk Officer plays a key role in responding to incidents and service requests in an effective, efficient and timely manner. This role is crucial to ensuring Agency staff and partners requirements are met in terms of communication, prioritising, escalating and resolving ICT incidents and requests.

The ICT Service Desk Officer will be the first point of contact for an end-user for support. The ICT Service Desk Officer will provide support for computer applications, desktop, tablets, phones, smart-phones and notebook PCs as required and will be included in the service desk roster and out-of-hours roster as required.

The primary duties include, but may not be limited to:

• Provide level 1 assistance to Staff and Partners in the community;
• Communicate to a variety of clients with differing levels of ICT knowledge;
• Effectively prioritise work to ensure high levels of service and support are provided;
• Working within a rostered environment;
• Have the ability to respond to urgent requests in a calm and efficient manner while also maintaining high work standards;
• Work as part of a team to deliver consistent customer service excellence;
• Deliver support and educate using a range of methods including via telephone and email;
• Communicate to a variety of clients with differing levels of ICT knowledge;
• Effectively prioritise work to ensure high levels of service and support are provided;
• Have a commitment to achieving positive outcomes for all customers whilst maintaining a positive welcoming approach over all mediums;
• Manage confidential and sensitive information; and
• Participate in an on-call roster.

  To be deemed suitable for this opportunity you will have:

• Demonstrated minimum of 2 years? experience as a Service Desk Team member in a high volume Service desk;
• Excellent communications skills;
• Proven experience, working with Shared Service providers and internal stakeholders in a high volume Level 1 Service Desk;
• Experience in monitoring an ICT support mailbox, responding and escalating requests/issues as required;
• Experience with ICTSM tools, creating, editing and maintaining tickets.

To be considered for this Service Desk Officer position, please forward your CV to Alison by clicking the Apply for this Job button. Please note applications close on the 18th of January, however Recruitment Hive welcome late applicants to be considered for future opportunities.