Help Desk & IT Support (Information & Communication Technology) Contract/Temp About the role
This is a fantastic opportunity for an IT professional with advanced technical support skills to contribute to critical government operations and provide high-quality support to end-users. In this role, you will work as part of a team to provide expert-level technical support, resolve complex IT incidents, and assist in ensuring seamless IT service delivery across government departments. If you are proactive, solutions-oriented, and thrive in a fast-paced environment, we encourage you to apply.
Key Responsibilities Advanced Technical Support: Provide third-line technical support, troubleshooting, and resolution for complex IT issues, including hardware, software, and network problems.Incident & Problem Management: Identify, diagnose, and resolve technical issues escalated from lower levels, ensuring incidents are resolved within established SLAs (Service Level Agreements).Escalation & Coordination: Collaborate with internal technical teams and third-party vendors to resolve critical issues and implement solutions.Service Improvement: Contribute to the continuous improvement of service desk processes, including the documentation of troubleshooting guides and knowledge base updates.Customer Support & Communication: Offer clear and effective communication to end-users regarding technical issues, progress updates, and resolutions.System Monitoring & Maintenance: Monitor IT systems for potential issues, perform system checks, and proactively address technical problems before they impact users.Knowledge Management: Update and maintain internal knowledge bases with troubleshooting steps, solutions, and best practices.End-User Training: Assist in providing training and guidance to users on technical systems, tools, and processes.Essential Requirements Proven experience as a Service Desk Officer, IT Support Specialist, or similar role, preferably in a Level 3 support capacity.Advanced troubleshooting skills across a wide range of technologies, including Windows OS, networking, hardware, software applications, and enterprise systems.Familiarity with service desk tools (e.g., ServiceNow, Remedy, Jira) and experience with ticketing and issue tracking systems.Experience with Active Directory, Office 365, network administration, and remote desktop management.Ability to resolve complex technical problems independently and in collaboration with cross-functional teams.Strong communication skills, with the ability to explain technical concepts to non-technical end-users in a clear and professional manner.Understanding of ITIL principles and best practices for incident, problem, and change management.Ability to manage competing priorities, meet deadlines, and deliver results under pressure.Experience in a government or public sector environment is preferred but not required.If you are an experienced IT professional with strong technical support skills and a passion for customer service, we would love to hear from you. Please apply via the link.
Please note, shortlisted candidates will be contacted directly.
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