Your new roleAs an IT Service Desk Officer, you will service the organization across Windows 10/11, Office365, Exchange online, Intune, OneDrive, iOS devices, CRM applications as well as infrastructure functions.Role and responsibilities:Provide first level support to users of IT systems that may be lodged by telephone, email or directly by staff at various sites.Keep requests updated in the Service Desk Portal.Ensure Service Desk provides a high level of customer service at all times.Field telephone, email and walk-in requests in a courteous, calm and professional manner.Record calls for assistance and actions taken into Service Desk software.Resolve technical issues at the first point of call where possible within time constraints.Escalate calls not able to be resolved to appropriate technical staff.Follow calls through to ensure calls escalated to other staff are completed.Apply diagnostic procedure and tools to resolve problems.Resolve issues of a non-technical nature such as password resets & supply of consumables.Monitor assigned Service Desk calls and respond with agreed timeframes.Supporting Windows 10, Microsoft 365 Exchange/Teams, AD and Azure directory.Imaging, deploying, and troubleshooting desktop and laptop hardware and associated peripherals.Work with the L1 team to smoothly onboard and terminate users.Assign/collect assets and update database.What you need to succeedRecent experience working in an ICT Service Desk Officer role or similar.Minimum two years' experience working in an ICT Service Desk.Familiarity with ITIL based Service Desk processesDemonstrated experience working with current laptop, tablet, mobile, and desktop hardware and software.Tertiary qualifications in Information Technology or similar field.Demonstrated experience working with Windows 10 / 11, Office 365, Azure AD.Proven Hardware troubleshooting / diagnostics and break fix.Experience with supporting Mobile Phones.Excellent communication skills, both written and verbal.What you'll get in returnInitial 3-month contract + potential extensions. $40 an hour + Super.Great work culture.What you need to do nowIf you're interested in this role, forward an up-to-date copy of your CV to Vishal at Vishal.Sachdeva@hays.com.au