Service Desk Officer

Service Desk Officer

About the role

We are seeking a customer-focused Service Desk Officer to join a busy ICT support team delivering first-line technical support across a diverse enterprise environment. In this role, you will be the primary point of contact for users requiring assistance with incidents, service requests and technology-related issues, ensuring a high level of customer service and timely resolution.

This is an excellent opportunity for a motivated IT professional who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about delivering exceptional support experiences.

Key Responsibilities

• Provide high-quality first point of contact support for ICT incidents and service requests.
• Log, triage, investigate and resolve incidents and requests in accordance with established processes and service level agreements.
• Escalate complex issues to relevant support teams while maintaining ownership and communication with end users.
• Support and troubleshoot Microsoft Exchange, Active Directory, Microsoft 365 and Windows desktop environments.
• Assist users with Citrix access, network connectivity issues and mobility solutions.
• Utilise service management tools to record, track and manage incidents and requests.
• Contribute to the continuous improvement of Service Desk processes, procedures and knowledge base documentation.
• Deliver clear and professional communication to customers throughout the incident resolution lifecycle.
• Collaborate effectively with internal ICT teams to ensure seamless service delivery.

Highly Desirable Criteria

• Microsoft Exchange
• Microsoft Active Directory
• Microsoft Windows desktop and tablet operating systems
• Microsoft 365 product suite
• Citrix environments
• Data network communications
• Experience using Ivanti Service Desk or similar ITSM platforms.
• Experience using Amazon Connect or similar contact centre solutions.
• Demonstrated ability to provide high-quality customer service within an ICT support environment.
• Experience supporting mobility solutions, including Intune Company Portal and RSA SecurID tokens.
• Experience supporting mobile devices, including iPhone and iPad.

Desirable Criteria

• Ability to quickly adapt to changing technologies, processes and business requirements.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Ability to absorb, organise and apply large volumes of information.
• Proactive, self-motivated and capable of working independently.
• Strong team collaboration skills and willingness to contribute to a positive team environment.
• Receptive to feedback and committed to continuous learning and improvement.
• Fast learner with the ability to prioritise competing tasks effectively.

Contact details

For a confidential chat, please contact Patrick on 0487 270 306 or via email at ***email_hidden*** and we would be more than happy to provide you with additional information and assist in the application process.

Please note that a National Police Check might be required as part of pre-employment screening.