Service Desk and Desktop Officer

Job Description

Reporting to the Service Desk Team Leader, you will be responsible for delivering quality levels of desktop support across all branches of the Council in accordance with Service Level Agreements.Key Responsibilities

• Deliver 1st and 2nd level support to internal customers via the Service Desk.
• Log and monitor all calls via the Service Desk system and ensure that Service Desk calls are responded to and resolved within the standards as specified in the agreed service levels.
• Support all remote site PC’s, printers and remote access facilities including Operations Centre, Aquatic Centre, Councillors, branch libraries, MCH nurses and community centres.
• Support the various specialist applications across all business units.
• Install and maintain the PC fleet, PC operating systems, printers, network components and mobile devices at all sites.
• Provide software support for all desktop applications including MS 365, Outlook, Authority and CM9.
• Maintain accurate ICT Asset Register.
• Maintain knowledge base and user support documentation.

About You

To be considered for this role, you will have the following:

• Relevant tertiary qualification, Diploma or demonstrated experience in an IT support role.
• Demonstrated initiative and drive towards continuous improvement outcomes.
• Demonstrated knowledge of Service Desk Support Skills.
• Demonstrated knowledge of FreshService Service Desk application desirable.
• ITIL Certification required.
• Experience with supporting Civica Authority and CM9 applications will be highly regarded.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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