Helpdesk Support Officer

• Location: Brisbane, Queensland
• Type: Contract
• Job #17163

About the Role

Our state government client is looking for a level 1 Helpdesk Support Officer. This includes being the first point of contact and initial point of resolution for technical requests in the use of a wide range of software and hardware, in house systems and products and services utilised throughout the department. Resolve specific customer problems through effective questioning, negotiation and conflict management to ensure customer satisfaction and a quality service is provided to departmental clients

Key Responsibilities

• Utilising basic IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions. 
• Respond to common requests for support by providing information to enable problem resolution and promptly allocating unresolved calls.
• Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls. 
• Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
• Liaise with customers and team members to provide status updates and feedback.
• Utilise developed procedures to maintain records by documenting problems, requests and questions, recommend modifications to procedures and update.
• Contribute to the development and implementation of Service Centre projects.
• Organise individual workload to ensure quality, responsive and appropriate client services.
• Promote effective and efficient communication within the unit and work both autonomously, and in a team environment, to ensure that deadlines and commitments are met.
• Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit.

Essential Criteria

• Sound general IT knowledge, including hardware and software, school administrative systems and/or other similar in-house systems and Microsoft Office software.
• Ability or the capacity to rapidly acquire the ability to diagnose low level application, web, computer or network errors analytically and to resolve problems quickly and effectively. 
• Demonstrated ability to work independently or as an effective and positive team member, ability to adapt quickly to a dynamic environment and in the provision of ICT support and services activities. 
• Strong analytical and problem-solving skills and demonstrated ability to perform computer and peripheral troubleshooting to component level in a safe and effective manner.
• Demonstrated use of effective communication techniques via a range of media to build and maintain effective relationships with diverse internal and external stakeholders.
• Active directory experience.

Contact details

For a confidential chat, please contact Alysha on 0437 453 488 or via email at akhairuldin@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.