Service Desk Oficer

The role will:
* Provide support by receiving, logging, resolving and escalating service requests and incidents in a fast and efficient manner following established policies, procedures, and standards. Ensure issues are escalated to the relevant Digital Platforms as required.
* Analyse and resolve requests to maximise resolution at point of call, otherwise allocate requests based on resolver group availability and escalate as appropriate.
* Promptly and accurately allocate calls and manage que’s as appropriate and act as a Subject Matter Expert for resolution and management of incidents and or service requests and ensuring issues are escalated to for resolution.
* Provide meaningful, relevant, timely and accurate updates to call logging system including identifying the urgency and impact of request and adhering to set processes. and investigating issues in systems and services and assist with the implementation of agreed remedies and preventative measures, including providing critical stakeholder communications.

Criteria:

– Completed a Microsoft or CompTIA Certification, or have demonstrated experience in Information Technology, or related disciplines
– Demonstrated experience in working in an IT Support Function and providing subject matter expertise
– Knowledge of Service Desk system and IT Tools.
– Demonstrated knowledge and experience in resolving problems with PC systems, peripherals, desktop operating systems and common desktop application products such as MS Office, Internet Explorer and email and/or experience with deployment and configuration scripts on a Microsoft platform and with deploying software installation packages using scripts and packaging tools.

Please note this role is based in Mackay with 2 days work from home.