Service Desk Officer Position
The Royal Flying Doctor Service is seeking a skilled and dedicated Service Desk Officer to provide high-quality customer service and technical support to our team. The successful candidate will be responsible for managing ICT issues, troubleshooting, incident management, and fulfilling requests.
Key Responsibilities:
* Provide first and second-level support to users, develop knowledge articles, automate processes, and provide staff education/training
* Ensure the ICT environment is compliant with best practices and ITIL service management standards
* Support and maintain ICT assets and services ensuring the end user's needs are met
* Identify, coordinate, and deliver ICT improvement initiatives to ensure efficient implementation of new services
* Provide 'on call' 24-hour support for one week every 6 weeks (additional allowances applicable)
Requirements:
* Formal qualification in Information Technology or similar field, or equivalent experience
* 1-3 years experience in ICT Support, Helpdesk, or Service Desk, and Customer Service
* Demonstrated experience in troubleshooting and fault/problem resolution
* Confident communication skills (both verbal and written) with a customer-focused approach to providing support at all levels
* Understanding of ITIL Framework and IT Service Management
* Working knowledge of ICT Procurement and Asset Management practices
* Experience with Office 365, ServiceNow, and SharePoint
* Knowledge/experience within Health or Aviation industry advantageous but not essential
Benefits:
* Attractive remuneration package up to $80K + Super depending on experience
* Generous not-for-profit tax-free benefits increasing your take-home pay
* Free parking at the Airport
* Work with a collaborative and supportive team passionate about our purpose and proud of their contribution
* Access our Employee Assistance Program including counseling, nutrition sessions, financial sessions, and legal advice
* Private health insurance discounts
* Novated leasing options available
* Full allocation of a newly launched uniform range at no cost
* Discounted gym and health centre membership for employees and family members