We are seeking a motivated and customer-focused Level 1 Service Desk Officer to join a dynamic ICT team within the Federal Government. This role is the first point of contact for ICT support and plays a key part in ensuring seamless technology experiences for users.
Australian citizens with a Baseline clearance are desirable for this role.
About the Role
You will work closely with internal and external stakeholders, resolving first-level technical issues via phone, email, and service management tools. Supported by the Service Desk Team Leader and Service Desk Analysts, you'll gain exposure to a wide range of technologies while developing your ICT career.
Key Responsibilities:
* Act as the first point of contact for ICT support via phone, email, and ITSM tools.
* Log, categorise, prioritise, and track incidents and service requests.
* Troubleshoot and resolve common ICT issues, including:
* User account and password resets
* Printer and peripheral support
* Desktop and laptop hardware issues
* Software installation and configuration
* Network connectivity and VPN access
* Research Management System (RMS) issues
* Escalate complex or unresolved matters to second-level support as required.
* Maintain accurate records of support activities and user interactions.
* Assist with onboarding and offboarding processes, including device setup and access provisioning.
* Contribute to knowledge base articles and user guides.
* Support ICT asset management by updating hardware inventory.
* Participate in continuous improvement initiatives and team meetings.
Australian Citizens with a Baseline clearance are desirable for this role. To be considered for these roles, APPLY to this advertisement