Service Desk Officer Level 1 and 2 - Lucas Heights

Lucas Heights Permanent AU$70,000 - AU$80,000
  • Temp to Perm Opportunity
  • A highly competitive hourly rate

About Our Client

Our client is a major player in the Financial Services sector. Our client ensures through policies and procedures they work with an ethical mindset and look to set a market trend within the industry with competitors following in their footsteps.

Job Description

  • Work within guidelines to respond promptly and professionally to incident reports and service requests via telephone, portal and email for staff of all levels

  • Adhere to set roster / schedule

  • When unable to resolve an incident at first point of contact, analyse and diagnose the reported technical and non-technical issues and escalate to a more senior team member or team leader appropriate person or group with sufficient information to expedite resolution of the incident

  • Record all service request and issues in the Operations Service Desk Tool to allow for accurate reporting and information

  • Provide a responsive customer service by liaising with customers about the status of their enquiries ensuring customers are kept informed and follow through of incidents logged

  • Undertake software installations services across the organisation ensuring minimum downtime to users

  • Ensure accurate records of software allocation and expiry dates by recording software licenses

  • Assisting team members to analyse and diagnose technical issues to gain resolution to calls

  • Ensure all new knowledge is recorded in the Knowledge Base promptly

  • Maintaining Knowledge Management System by reviewing articles and administer service desk system to ensure knowledge recorded is up-to-date and meets requirements

  • Undertake additional duties as required and during periods of leave of other staff

  • Multi skilled to provide solutions to the Service Desk Team for service requests across multiple functions.

  • Provide technical assistance and support to the Service Desk Team for all escalated calls from Level 1

  • Provide knowledge, training and coaching support to the Service Desk Team related to escalated calls.

  • Diagnose and troubleshoot service desk requests and provide root cause analysis to support further process improvements and provide recommendations for system enhancements

  • Ensure processes and procedures within the Service Centre are up to date, relevant and are aligned to the ITIL framework

  • Manage the knowledge base to ensure quality and consistency

  • Act as governance and review body for all Knowledge articles ensuring the knowledge based is maintained, relevant and factually correct with the latest information to support systems fault diagnosis

  • Utilising Workflow Management Tool to design and write reports on an ad-hoc basis and develop workflows, online forms, associated tasks and messages based on requests

The Successful Applicant

  • 1-2 years' experience providing first level technical support

  • Diploma in Information Technology or relevant discipline and\or equivalent experience.

  • Experience in providing proactive support and quality customer service

  • Demonstrated ability to handle technical problems with PC hardware, software and networks over the phone

  • Demonstrated ability to handle requests for all Operations requests of a non-technical nature over the phone

  • Technical skills in supporting Windows based desktop systems and local applications

  • High level written and verbal communication skills suitable for writing reports, influencing and communicating technical information.

  • Ability to identify and contribute to continuous improvement.

  • ITIL Foundations certification.

  • Technical skills to create workflows, reports and message templates in a service management tool

  • Experience in providing high quality support for complex technical issues

  • Demonstrated ability to identify opportunities for improvement relating to existing procedures

  • Demonstrated high reliability in regards to adherence to schedule.

  • Demonstrated ability to coach and mentor team members

  • Demonstrated ability to provide end to end case management relating to complex problems

  • Demonstrated ability to liaise with other team members on technical issues

  • Technical skills to create workflows, reports and message templates in a service management tool

What's on Offer

This is an exciting opportunity for the successful candidate to become part of an autonomous team who are provided with the best tools and environment to be successful. You will become a valued member of the team where opportunities are encouraged to grow organic growth.

Nicolas Blazey
Quote job ref
Phone number
+61 2 8221 8107

Job summary

Job Type
Consultant name
Nicolas Blazey
Consultant phone
+61 2 8221 8107
Job Reference