TP Human Capital is working with a government client in Townsville to fill a contract role for an experienced IT Support Specialist. This position will involve providing professional IT support for service requests, incidents, and problems. The successful candidate will be responsible for managing service requests, resolving technical issues, educating users, and escalating unresolved issues when necessary. The role also requires a strong commitment to safety, compliance, and delivering high-quality customer service within an IT service environment.
Key Responsibilities:Manage IT support requests (incident, problem, service requests) end-to-end, ensuring all issues are resolved in line with ITIL processes and service standards.Provide technical troubleshooting and resolution of complex IT problems using investigative techniques. Address a variety of IT challenges related to hardware, software, and networks.Educate customers on IT systems and tools. Communicate effectively with users at all levels to resolve issues and enhance their understanding of IT services.When necessary, escalate unresolved issues to the appropriate teams or specialists in a timely and efficient manner.Actively contribute to a positive safety culture by adhering to health, safety, and compliance guidelines. Exercise due diligence in managing compliance and legislative obligations.Apply creative problem-solving skills to improve IT processes, service delivery, and customer satisfaction. Utilise new technologies and methods to enhance operational efficiency.Key Skills & Qualifications:Tertiary qualifications in IT, or an Associate Diploma in IT (or equivalent experience).3+ years of experience in a similar IT support role, ideally in a Service Desk environment.Expertise in ITIL principles and service management processes.Experience with ServiceNow or similar IT Service Management platforms.Strong knowledge of Microsoft Windows environments, including Active Directory, Microsoft Exchange, and remote desktop tools.Ability to troubleshoot complex IT issues and provide practical solutions.Excellent communication skills, with the ability to engage with diverse stakeholders effectively.Ability to explain technical concepts in a clear and understandable manner to non-technical users.Applications:To apply for this position please click "Apply Now" below.#J-18808-Ljbffr