ICT Help Desk Officer

Job title: ICT Help Desk Officer
Discipline: Technology & Data Analytics
Location:
Contract: Contract
Salary: $36.24 per hour + super
Salary low: 30
Salary high: 36
Contact: Lachlan McEntyre
Call: Lachlan
Email: email Lachlan
Reference: 3289430
About the Company
 
This NSW government agency is a major service provider who strives to deliver a more consistent and efficient experience within government. This government agency uses data and behavioural insights to drive improvements with government and providing services to NSW.  We are looking for someone to start as soon as possible for a 6-month contract paying up to $36.24 per hour excluding super.  This role is located in Liverpool + WFH.
 
About the Role
 
The Service Desk Analyst provides broad-ranging Tier 1 support to users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues of moderate complexity across the organisations’ ICT environment. Key accountabilities include:
  • Provide highly developed customer service and support to users to solve incidents and minimise impact and loss of productivity due to ICT issues
  • Manage competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure services are delivered within expected time frames
  • Provision accounts and access in line with security and approval processes
  • Contribute to organisational learning
  • Participate in regular performance meetings and training activities.
About You
 
The successful candidate will demonstrate the following:
  • ITIL Foundation Certificate or equivalent experience
  • Relevant experience in a similar technical service desk role within a medium to large organisation.
  • Experience working with Microsoft technologies such as Active Directory and a good understanding of networking aspects such as DNS, DHCP, TCP/IP.
  • Ability to problem solve through analytical thinking and research rather than historical learning.
  • A strong customer focus and ability to effectively communicate in technical and non-technical language.
  • Ability to manage competing priorities and deliver outcomes in a fast paced environment
  • Experience with ticket logging tools and documentation such as ServiceNow
  • Able to work rotating roster arrangements between Mon-Fri 7:30am – 6:00pm
 
For more information email Lachlan at lachlan@ashdownpeople.com.au.