Service Desk Officer.

A large Government owned organisation is looking for a Service Desk Officer  to provide a first point of contact for the support and delivery of high-quality end user digital services to their team. You will be instrumental in providing operational knowledge and experience for Incident Management and Request Fulfilment.

Responsibilities:

• Provide support by receiving, logging, resolving and escalating service requests and incidents in a fast and efficient manner following established policies, procedures, and standards.
• Analyse and resolve requests to maximise resolution at point of call, otherwise allocate requests based on resolver group availability and escalate as appropriate.
• Promptly and accurately allocate calls and manage queues as appropriate and act as a Subject Matter Expert for resolution and management of incidents and or service requests and ensuring issues are escalated fir resolution
• Provide meaningful, relevant, timely and accurate updates to call logging system including identifying the urgency and impact of request and adhering to set processes. and investigating issues in systems and services and assist with the implementation of agreed remedies and preventative

Experience:

• Completed a Microsoft or CompTIA Certification, or have demonstrated experience in Information Technology, or related disciplines
• Demonstrated experience in working in an IT Support Function and providing subject matter expertise
• Knowledge of Service Desk system and IT Tools.
• Demonstrated knowledge and experience in resolving problems with PC systems, peripherals, desktop operating systems and common desktop application products such as MS Office, Internet Explorer and email and/or experience with deployment and configuration scripts on a Microsoft platform and with deploying software installation packages using scripts and packaging tools.

For more information on this opportunity please contact Matthew Walsh at BLACKROC for a confidential chat. Alternatively, if this isn’t the right opportunity for you but you’re interested in other opportunities within the Cloud & Infrastructure industry in Brisbane, feel free to contact me.
matthew.walsh@blackroc.co