Service Desk Officer ASO3

[email protected] Your new company
This organisation operates in a highly professional, sensitive and service-driven environment and plays a critical role in supporting essential operations across South Australia. With a strong focus on reliability, confidentiality and customer service, the ICT function delivers technology services that underpin day-to-day business continuity across multiple locations.

Your new role
As an ICT Service Desk Officer, you will be a key contributor to the delivery of responsive, customer-focused ICT support across the organisation. Acting as the first point of contact for ICT issues and requests, you will provide Tier 1 and, where appropriate, Tier 2 technical support across a broad range of technologies.This role involves both onsite and remote support, working closely with internal ICT teams and business users to ensure minimal disruption to critical operations. You will also contribute to continuous improvement initiatives and the development of internal knowledge resources.Your key responsibilities will include:

• Providing Tier 1 and limited Tier 2 ICT support across desktop, mobile, Microsoft platforms, case management systems, AV equipment and peripherals
• Logging, triaging and resolving incidents and service requests through the ICT ticketing system in line with agreed SLAs.
• Supporting user access provisioning, account management and password resets across Active Directory, Microsoft 365, ECMS and other enterprise systems
• Troubleshooting hardware, software, network connectivity and printing issues
• Escalating complex issues to relevant ICT teams with clear documentation and diagnostics
• Assisting with device setup, onboarding and offboarding activities
• Supporting ICT projects, system upgrades and technology rollouts
• Maintaining accurate documentation and contributing to internal knowledge bases and user guides

What you'll need to succeed
To be successful in this role, you will have:

• Demonstrated experience delivering Tier 1 (and exposure to Tier 2) ICT support across desktop, mobile and enterprise environments
• Strong working knowledge of Windows OS, Microsoft 365 and end-user computing technologies
• Hands-on experience with Active Directory, user access management and account provisioning
• Proven experience using ICT ticketing / ITSM systems to manage and document incidents and requests
• Strong troubleshooting and problem-solving skills with the ability to prioritise effectively
• Excellent communication and interpersonal skills, with the ability to support users of varying technical ability
• A strong understanding of confidentiality, discretion and professional conduct

What you'll get in return

• A 6-month contract with full-time hours
• Competitive hourly rate
• The opportunity to work in a highly respected and professional environment
• Exposure to a broad ICT environment and meaningful work supporting critical operations
• A collaborative and supportive ICT team

What you need to do now
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If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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