Service Desk Officer

Southern Sydney Temporary
  • A long term contracting opportunity
  • Competitive hourly rate with contracting premium

About Our Client

My client is a national organisation with a focus on undertaking leading edge research, delivering innovative scientific services, and providing specialised advice to government, industry, academia, and other research organisations.

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 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.
  • Specialised activities of either:
    • 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

  • Due to the nature of the security clearance required all applicants must be Australian Citizens
  • 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
  • Teamwork skills including ability to work in a cross-functional team
  • High level written and verbal communication skills suitable for writing reports, influencing and communicating technical information.
  • Ability to identify and contribute to continuous improvement.
  • vFire Service Management knowledge or similar.
  • ITIL Foundations certification.
  • In addition the Band 4 role requires:
  • Technical skills to create workflows, reports and message templates in a service management tool
  • 1-3 years' experience providing first level technical support
  • 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

  • Pending security clearance an immediate start is on offer
  • A highly competitive hourly rate with a contracting premium attached
  • A long term contracting opportunity with the potential of a permanent offer for outstanding performers
  • The chance to work in a highly reputable organisation with opportunities to further your technical skill set
  • A friendly and collaborative team environment
  • Working from home and office split is available
Nicolas Blazey
Quote job ref
Phone number
+61 2 8221 8107

Job summary

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