Your OpportunityAs Service Desk Officer, you will have relevant experience in the ICT industry, preferably IT Service Desk and it is desirable that you have relevant qualifications and ITIL certification. You will possess a strong passion for customer service, demonstrate good time management and communication skills. You will also have proven ability to trouble shoot problems, possess a commitment to ongoing growth and innovation and display a mindset that embraces change and learns from mistakes.Your Contribution
- Resolve business-as-usual requests and incidents assigned to the ICT Service Desk. Tasks are managed based on defined SLAs and following ITIL processes. Work within a team with little supervision as a specialist maintaining detailed knowledge of systems, implementing technical changes and contributing to service improvement to support end users. Ensure that all incidents reported to the Service Desk are recorded, categorised and prioritised and referred to support staff where appropriate by scheduling and actively monitoring incidents to ensure service level response and restoration times are within service level agreements. Draft and maintain policy, standards and procedures for the Service Desk support function. Ensures that the catalogue of requestable and supported services is complete and current. Contribute to the preparation of statistical information on the utilisation of ICT Services and the identification of problems or issues relative to the provision of information services across the organisation. Contributes to testing and improving incident management procedures. Support end user environments and supporting technology hardware;
- Follow procedures to support business-as-usual tasks, election specific project activities, and technology deployments. Plan and deliver reliable and cost-effective solutions dealing with a range of technology vendors and suppliers. Investigate and implement new technology and ideas to innovate processes that support continual improvement in line with the Commission's Digital ICT Strategy. Maintain an up-to-date knowledge and understanding of the department's business activities, ICT environment, and developments and trends in the industry. Actively participate in a working environment supporting quality human resource management practices including employment equity, anti-discrimination, occupational health and safety and ethical behaviour.Desirable QualificationsThe following qualifications will be highly regarded: - Bachelor's degree in a relevant field or equivalent experience. Certification in Information Technology Infrastructure Library (ITIL) Service Management.Desirable AttributesThe following attributes will be highly regarded: - Extensive knowledge of Microsoft 365 suite including Office 365, Azure, Intune, MFA, SharePoint, Teams, One Drive, Autopilot and Cloud Security. Experience in management and deployment of Windows 11 Operating System via Microsoft Intune. Experience in management of Active Directory / Azure Active Directory. Experience in managing Microsoft Azure services (IaaS, PaaS, Intune, etc). Highly self-motivated and directed, demonstrating good time management skills. Keep across industry and technology trends to identify opportunities for future improvements. Well-developed oral and written communication skills that enable the creation and/or maintenance of system documentation, work instructions and technical reports for management.
Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.