A leading electricity company in Queensland is seeking a Service Desk Officer who will play a pivotal role as the first point of contact for delivering exceptional end-user digital services.
This role is essential to the efficient management of incidents, requests, and operational support, ensuring the seamless functioning of our digital ecosystem.
Responsibilities: Provide first-level support by receiving, logging, resolving, and escalating incidents and service requests.Maximise issue resolution at the first point of contact while ensuring efficient allocation to resolver groups when necessary.Act as a Subject Matter Expert for incident resolution and service requests, offering meaningful updates to stakeholders and the call-logging system.Educate customers on digital tools and promote self-service options.Install and configure software to meet Digital standards, ensuring connectivity and functionality.Develop and maintain documentation, processes, and Knowledge Base articles, contributing to ongoing improvements.Mentor and coach team members on new processes.Support innovation and continuous improvement within the Service Desk function, always maintaining confidentiality and compliance.About you: Degree in Computer Science, Information Technology, or related discipline (or equivalent experience).Certification in Microsoft or CompTIA (or demonstrated IT experience).Proven experience in IT support functions, particularly resolving issues with PC systems, peripherals, desktop OS, and applications like MS Office.Knowledge of IT service principles, Service Desk systems, and IT tools.Strong communication, stakeholder management, and customer service skills.Ability to work collaboratively and independently to meet targets.Experience in deploying software installation packages using scripts and packaging tools.Proven ability to adapt to emerging technologies in a fast-paced environment.Experience in process updates, training facilitation, and creating/updating work instructions.The client is looking to fill multiple Service Desk roles across the following locations:
TownsvilleMaryboroughToowoombaMackayTo apply, please click the 'Apply' button to submit the most recent copy of your resume and cover letter.
For more information please contact ******
At BLACKROC Recruitment, we are committed to fostering diversity, equity, and inclusion.
We welcome applications from individuals of diverse backgrounds, including those with lived experiences.
If you require any adjustments during the recruitment process, please don't hesitate to reach out to the above-mentioned BLACKROC Consultant.
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