Service Desk Officer

Posted 17 August 2021
LocationRockhampton, Queensland, Australia
Job type Contract
DisciplineIT General

Job description

  • Promptly and accurately allocate calls and manage que's as appropriate and act as a Subject Matter Expert for resolution and management of incidents and or service requests and ensuring issues are escalated to Digital Platforms for 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 measures, including providing critical stakeholder communications.

  • Respond to customer requests within agreed service level timeframes, ensuring customers are kept informed and notified of call resolution and closure, ensuring customer service is enhanced through provision of a quality support service for Digital function to meet organisational and customer objectives.

  • Educate customers on Digital technologies and promote Digital Self-Serve to drive efficiencies across our operations.

  • Install software to Digital standards, ensuring appropriate configuration, connectivity, and functionality.

  • Contribute to the development, creation and maintenance of Service Desk and Desktop Support improvements, processes, procedures and documentation, training materials and creation of Knowledge Base (KB) articles.

  • Provide coaching and mentoring to other team members with the adaptation of new and/or changed processes, training and knowledge sharing.

  • Contribute to innovation and continuous improvement of the Service Desk function and Digital Platforms focusing on high-quality end user services.

  • Collaborate effectively managing information and confidentiality requirements across Energy Queensland Limited in accordance with applicable ring-fencing parameters.

  • Demonstrate a personal commitment to health, safety and environment and support a diverse and inclusive workplace.

  • Compliance with all relevant legislation, policies, procedures and practices.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact James Phillips on 07 33395620 or email: and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process please contact me on the above contact details.