IT Helpdesk Officer – Level 2

Job Description

About the opportunity
Reporting directly to the IT Service Delivery manager, focus will be to act as the first line of contact for local staff as well as the wider NEX Building Group businesses. More specifically you will be:

• Providing excellent technical assistance and managing the resolution of both Level 1 and 2 incidents and service requests
• Providing excellent technical assistance and customer service to all staff
• Troubleshooting of incidents lodged at the Service Desk relating to hardware, software and related infrastructure
• Escalation of issues to Level 3 technical staff or external technology partners as required
• Maintaining ownership of assigned incidents and service requests
• Support the various business divisions with the ordering of new and replacement technology devices
• Assist with the creation of Knowledge Base Articles, videos and user guides after resolutions to assist Service Desk Staff resolve more calls at First Point of Contact
• Develop effective relationships with key business stakeholders, partners, vendors, and team members

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