Level 1 Helpdesk Support

  • Post Date: October 12, 2017
  • Applications 0
  • Views 101
Job Overview

The Finite Group are currently recruiting multiple Level 1 Helpdesk Support Officers to join our Queensland Government Client, based in Brisbane CBD. These contracts will commence as 8 month initial durations, and have potential to progress into higher level opportunities.

The Helpdesk Support Officer will be required to provide a first point of contact and initial point of resolution for technical requests in the use of a wide range of software and hardware, in house systems and products and services utilised throughout the department.

Additionally you will be required to resolve specific customer problems through effective questioning, negotiation and conflict management to ensure customer satisfaction and a quality service is provided to departmental clients.

You will have responsibility for leading the following activities and delivery of the following key tasks:

  • Utilising basic IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions.
  • Respond to common requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate.
  • Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls.
  • Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
  • Liaise with customers and branch team members to provide status updates and feedback.
  • Utilise developed procedures to maintain records by documenting problems, requests and questions, recommend modifications to procedures and update as required.
  • Contribute to the development and implementation of Service Centre projects.
  • Organise individual workload to ensure quality, responsive and appropriate client services.
  • Promote effective and efficient communication within the unit and work both autonomously and in a team environment to ensure that deadlines and commitments are met.
  • Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit.

To be carefully considered for this role, you will be required to demonstrate the following key areas of technical experience, and personal attributes;

  • Excellent Verbal Communication skills
  • Sound general IT knowledge, including hardware and software, school administrative systems and/or other similar in house systems and Microsoft Office software
  • Ability or the capacity to rapidly acquire the ability to diagnose low level application, web, computer or network errors analytically and to resolve problems quickly and effectively
  • Demonstrated ability to work independently or as an effective and positive team member, ability to adapt quickly to a dynamic environment and in the provision of ICT Support and services activities
  • Strong analytical and problem solving skills and demonstrated ability to perform computer and peripheral troubleshooting to a competent level in a safe and effective manner
  • Demonstrated use of effective communication techniques via a range of media to build and maintain effective relationships with diverse internal and external stakeholders
  • Candidates holding valid Orange Cards are highly desired.

Interested applicants are urged to apply ASAP online with an updated Word Version of your CV to be considered further.

Job Detail
  • Employment TypeContract
  • Work Hours8 months
  • ContactShameem Prinsloo
  • Reference NumberJS(SP)24118
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