Job Title: ICT Support Services Officer
We are seeking an experienced IT support services professional to join our team as an ICT Support Services Officer. This role is a full-time, permanent position within our ICT Service Desk that works on a roster basis to provide continued support to our organisation between the hours of 6am and 6pm.
The ICT Support Services Officer will be responsible for providing high-level service to customers in relation to computer software and hardware installation, technical and help desk support, telephone and mobile device installation and configuration, and audio visual and remote site support with a focus on continuous improvement and delivering organisational goals.
Responsibilities:
* Provide first level phone support to users with patience and empathy.
* Install, maintain, and support Windows desktop operating systems and software, troubleshoot network, printing, and hardware incidents via the telephone, remote desktop tools or should the need arise, a site visit.
* Commitment to providing quality advice and service to clients, with an emphasis on communicating effectively with a diverse range of staff and stakeholders.
* Collect all required ticket data and ensure the ticket data is accurate and complete, including resolutions and tasks.
* Provide a high level of customer service and attention whilst ensuring SLA's are met.
Requirements:
* Experience with ITSM tools and methodologies (e.g. ITIL).
* Customer Service experience.
* Experience working with and troubleshooting end-user workstation environments and Microsoft Office 365.
* Experience configuring devices using Apple iOS and Android mobile platforms.
* Experience with Active Directory, Microsoft Exchange and cloud services such as Microsoft Office 365, Azure, and related platforms.
* ITIL foundations V3 or V4+
* A minimum of 1 years' experience in an ICT service delivery environment.