Service Desk Officer

Position: Service Desk Officer

Location: Rockhampton, QLD

Contract Length: Initial 12 months with possible extension

As a Service Desk Officer at this reputable QLD Government department, you'll play a pivotal role in providing top-notch support and delivering high-quality digital services. You'll be the first point of contact for their end-users, ensuring their digital experience is seamless and efficient. If you're passionate about technology and thrive in a fast-paced environment, this role is perfect for you.

Key Responsibilities:

• Fast and Efficient Support: Receive, log, resolve, and escalate service requests and incidents, ensuring issues are addressed promptly.
• Resolution Expert: Analyse and resolve requests, aiming for resolution at the first point of contact. Escalate when necessary, making sure requests are directed to the appropriate teams.
• Call Management: Manage call queues, acting as a Subject Matter Expert for incident and service request resolution. Provide timely updates and critical stakeholder communications.
• Customer-Centric: Respond to customer requests within agreed service level timeframes, keeping customers informed and ensuring a high-quality support service.
• Tech Evangelist: Educate customers on digital technologies and promote Digital Self-Serve to enhance operational efficiency.
• Software Installation: Install software to digital standards, ensuring proper configuration and functionality.
• Process Improvement: Contribute to the development, creation, and maintenance of Service Desk and Desktop Support improvements, procedures, documentation, and knowledge base articles.
• Coaching and Mentoring: Help team members adapt to new processes, training, and knowledge sharing.
• Innovation: Contribute to innovation and continuous improvement in the Service Desk function and Digital Platforms, focusing on high-quality end-user services.
• Collaboration: Collaborate effectively while managing information and confidentiality requirements.
• Safety and Compliance: Demonstrate a personal commitment to health, safety, and environmental standards and comply with all relevant legislation, policies, procedures, and practices.

About You:

• Microsoft or CompTIA Certification or demonstrated experience in Information Technology or related disciplines.
• Experience in working in an IT Support Function and providing subject matter expertise.
• Knowledge of Service Desk systems and IT Tools.
• Effective communication, teamwork, stakeholder management, and customer service skills.

Desirable Criteria:

• Experience in resolving problems with PC systems, peripherals, desktop operating systems, and common desktop application products.
• Understanding of IT service principles and service levels.
• Ability to adapt to emerging technologies in a fast-paced environment.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Anita Cunningham on 07 33395626 or email: [email protected] 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, including the application form in an alternate format, please contact me on the above contact details.