Service Desk Officer
We are seeking an experienced Service Desk Officer to join a high-performing federal government environment on a 12-month contract. This role is ideal for someone with strong service desk experience who enjoys working in a structured, process-driven environment while providing critical system and user support.
Key Details
* Contract: 12 months
* Locations:
o VIC – Melbourne
o WA – Perth
o SA – Adelaide
* Clearance: Baseline security clearance
* Citizenship: Australian citizenship is mandatory
About the Role
The Service Desk Officer is responsible for the day-to-day operation and support of a core case management system used by internal staff and external stakeholders. You will be a key point of contact for system issues, access requests, reporting, and user support. The role requires the ability to work with a high level of independence, follow established policies and procedures, and exercise sound judgement when resolving issues or escalating more complex matters.
Key Responsibilities
* Provide Level 1–2 service desk support for system users
* Respond to and manage tickets via service desk tools and shared inboxes
* Troubleshoot system and access issues, escalating where required
* Create, update, and manage user profiles and system access
* Assist with routine and ad hoc reporting, including quality assurance
* Check invoices and system data for errors
* Maintain and update service desk documentation, manuals, and task cards
* Support continuous improvement initiatives and system changes
* Monitor queues and prioritise work in line with operational needs
Skills & Experience
* Supervise the running of routine reports and quality assure report output
* Salesforce experience is highly regarded
* Assist in the documenting of processes and procedures for routine and ad hoc reports
* Identify and support the training needs of staff in the Helpdesk.
* Assist in escalated system tickets/issues and elevate to technical and non-technical staff as required.
* Create and update manuals and Service Desk task cards when needed in collaboration with the team, including general overview, Outreach and billing processes, invoicing and all records management processes on the system
* Check billing invoices for system errors and data errors
* Identify and implement business improvements and system changesCreate new worker profiles in-system
* Provide CMS access to staff and contractors
* Respond to password queries and process queries and assist CMS users with issues in the system
* Monitor team inboxes and JIRA to prioritise queries and respond accordingly
* Make changes to worker profiles in-system as needed
* Respond to other tickets/system queries as raised, or elevate if required.
For further details, contact Sumeet on 02 6113 7534.
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