Ict Helpdesk Support (Level 1)

We are currently seeking an ICT Helpdesk Support Officer to join our client, a large & complex State Government Department on an initial contract until 30 October 2025.About the RoleAs an ICT Helpdesk Support Officer - Level 1, you'll be the first point of contact for technical support within a large government organisation. You will utilise your IT knowledge and customer service skills to resolve technical issues, educate end-users, and contribute to the efficiency of IT operations.Key ResponsibilitiesProvide first-level technical support by handling incoming requests, logging incidents, and resolving issues where possible.Respond to common IT queries, allocate unresolved calls, and deliver effective solutions promptly.Conduct initial problem assessments and educate end-users to minimise recurring issues.Contribute to and update the department's knowledge base with known errors and resolutions.Liaise with customers and team members to provide timely status updates and feedback.Maintain accurate records of incidents, recommend process improvements, and document updates.Collaborate with the team to develop and implement Service Centre projects.Manage workload effectively, ensuring deadlines are met and client services remain responsive.About YouSkills & Experience:Basic IT knowledge, including Microsoft platforms and Active Directory.Strong troubleshooting and problem-solving abilities.Excellent communication and customer service skills.Ability to work autonomously and as part of a collaborative team.Desirable Attributes:Experience with basic troubleshooting of hardware and software.Familiarity with documentation and knowledge base contribution.
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