Level 1 ICT Service Desk Officer

Job Description

Overview

We are seeking a unique Level 1 ICT Support Officer as part of our growing IT team. Key to this role will be strong written and verbal communication skills and the ability to be able to clearly and concisely walk remote customers troubleshooting processes. Technical skills and knowledge are important but your ability to be able to connect with customers and build rapport holds greater importance. You will be the first point of contact for our internal customer base which is spread across a large number of national sites. High levels of personal organisation, initiative, attention to detail and thoroughness are a must.

What you’ll be doing

• Trusted first point of contact for all IT, communications and security related support requests and issues
• Maintain tickets in our service desk platform in a timely and accurate manner
• Basic user management across M365, Azure and ERP and POS environments
• General support of desktop PC’s (Windows) and related peripheral devices, portable devices (tablets, mobile phones, notebook PC’s), alarm and CCTV systems, POS applications, data and telephony services
• Perform specific daily/weekly/monthly systems checks
• Assist with hardware provisioning and installation
• Assist level 2/3 staff in resolving more complex issues as needed
• Part of this role is being on-call on a rotating roster (appropriate additional renumeration provided above base salary)

What we’re looking for in a candidate

• Exceptional verbal and written communication skills – must be capable of clearly communicating with customers at all levels and continuously adapt your support style to each customer’s capabilities and knowledge
• Capable of providing high-quality, enthusiastic and professional support to customers, ensuring clear communication and timely updates on the status of their issues
• Excellent personal organisation skills and must be able to manage own time effectively and efficiently
• Good to high level of attention to detail
• Ability to work logically through an issue
• Self-starter with a hunger to learn and develop
• Provide positive input and contribute toward improvement of IT operations
• Exercise initiative, identify things which are not right and speak up about them
• Own/embrace the role and take responsibility for maintaining high service levels and internal customer satisfaction
• Experience working in, or support of fast paced, retail POS environments highly regarded

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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