Service Desk Officer

About the Role
We are seeking a dedicated Service Desk Officer to join our ICT team. Reporting to the Service Desk Team Lead, this role is crucial in delivering high-quality technical support across the department. You will promote and support the use of approved application software, hardware, networks, and security processes, while ensuring a client-focused approach to problem resolution and service delivery.

Key Responsibilities

• Provide advanced help desk support for applications, midrange systems, and all approved software and hardware.
• Use a call logging system to prioritize and record issues, ensuring prompt and effective resolutions.
• Escalate complex problems to relevant teams or external providers as needed.
• Support system security by managing password resets and resolving sign-on issues.
• Conduct informal user training and assist with the implementation and testing of new applications.
• Maintain user profiles and ensure adherence to security policies.
• Assist with general administrative tasks and contribute to a safe and healthy work environment.

Key Selection Criteria

• Excellent communication skills, with the ability to interact effectively with a wide range of stakeholders.
• Proven experience in help desk support, including documenting procedures and resolving complex technical issues.
• Familiarity with desktop applications and a strong understanding of computer systems and mainframes.
• Strong organizational skills, with the ability to manage multiple tasks and work under pressure.
• A commitment to promoting a safe and inclusive workplace.

Core Capabilities & Expected Behaviours

• Ability to implement and monitor change, work in ambiguous situations, and apply systems-thinking.
• Strong client service skills, with the ability to assess and meet client needs efficiently.
• Understanding of government protocols and policies, with a commitment to ethical standards and confidentiality.
• Ability to work collaboratively within a team and provide constructive feedback.

Essential Requirements

• Current Australian driver's licence and willingness to travel if required.
• Working with children check (WWCC).
• Australian residency or a valid work permit.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Nicole Oo via 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.