ICT Helpdesk - Customer Support Officer

ICT Helpdesk - Customer Support Officer

Job Title: ICT Helpdesk - Customer Support Officer
Contract Type: Contract
Location: Brisbane
Reference: PC - 04 - 35
Contact Name: Paul Cullen
Contact Email:
Job Published: April 03, 2019 04:49

Job Description

About the Role:
Public Sector People have partnered with our local government client in North Brisbane and are seeking an experienced Customer Service Officer to provide level 1 and 2 service desk support to the organisation, to resolve issues and restore user productivity in a timely manner. 

Key Responsibilities:
  • Monitor and process routine incoming help desk requests ensuring all requests are managed professionally, time-frames are met, follow-up actions are executed, ICT asset records are kept up to date and all work is recorded as required.
  • Provide administrative support to council’s information technology systems and services and maintain documentation relating to user resolution issues to expand the knowledge base system.
  • Assist with the review of procedures and processes relating to service desk activities.
  • Perform on-site support to user by installing computers, hardware and software and assisting with related matters to enhance service delivery.
  • Understanding of networking including but not limited to switches, routers, patching, DHCP and VPN.
  • Mandatory participation in the on-call roster, to provide after-hours remote and on-site assistance.
Key Skills:
  • Demonstrated relevant experience in a similar role or a role requiring a similar skill set.
  • Demonstrated computer literacy not limited to Windows OS, Microsoft Office, Citrix, Active Directory iOS and Office 365.
  • Understanding of Information Technology Infrastructure Library (ITIL) principles and practices, with demonstrated technical analysis and resolutions skills required to carry out routine help desk requests.
  • Well developed people and relationship skills with demonstrated ability to work in a team environment communicating and motivating effectively at all levels of the organisation, contributing to a positive work environment with a strong focus on provision of quality customer service.
  • Excellent time management skills to achieve proficiency and effectiveness in managing conflicting priorities and meeting deadlines.
If you meet the above criteria and are looking for your next contract opportunity please apply via the appropriate link with a CV attached.
For a confidential discussion regarding this opportunity please contact Paul Cullen on (02) 9376 8200.

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