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Helpdesk / Level 1 Support

Helpdesk / Level 1 Support

Recruitment 24/7 has 3 vacancies for Helpdesk Support Officer for our Government Client based in Brisbane CBD. This is a 4 month contract which has the possibility to be extended.

The primary purpose of this position on the Service Desk is to provide first contact IT support and assistance for internal Department of Public Works staff on products and services consistent with established quality standards, dealing with Service Desk protocols on Incident Management and escalations through the Service Desk request/incident Management application.

This position will report to the Service Desk Coordinator.

The responsibilities of the position are to:

  • Provide a high quality of Service Desk services for information technology and telecommunications by managing the provision of a high quality courteous and efficient first line support to customers with regard to telecommunications, information technology hardware and software problems, enquiries and requests.
  • 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.
  • Proactively analyse trends in calls, identify appropriate areas of responsibility and monitor resolutions. Provide the first level of escalation and undertake appropriate escalation procedures.
  • Assist with the preparation of statistical information on the utilisation of Service Desk services and the identification of problems or issues relative to the provision of information services across DPW.
  • Liaise between customers and other sections of Information Services, emphasising a customer service approach, to provide a full range of coordinated support services and to keep customers informed.
  • Actively participate in a working environment supporting quality human resource management practices including employment equity, anti-discrimination, occupational health and safety and ethical behaviour.
  • Maintain, update and continually expand knowledge of developments and trends within the Information Technology industry, as applicable to the areas within the responsibility of Information Services.

To be selected for one of these roles, you must:

  • Have previous working experience in a similar role, preferably within a Government environment
  • Have advanced knowledge of various computer and software application, in particular Microsoft Office and the administrative maintenance of a Help Desk software suite
  • Provides excellent communication, negotiation and interpersonal skills.
  • Preferably hold Certificates in Information Technology

The successful candidate will be ready to start Monday 13th April, is willing to undergo a Police Clearance and has Work Rights to work in Australia.

If you have the necessary working experience and knowledge to be successful in this highly sort after role, please email your resume and cover letter TODAY to Recruitment 24/7’s Recruitment Consultant Dimitti Morandin at .

Please note that only successful candidates will be contacted.

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