Your new company

This SA Government Department is based in the Adelaide CBD and they are in the lookout for IT Service Management Officer to join their team.

Your new role

The ICT Service Desk Analyst supports sites and corporate customers in South Australia by providing first-level ICT support. They manage requests and incidents to restore services or escalate issues to relevant teams. The role involves continuous improvement of service delivery, using best practices like the ITIL framework, and requires strong technical and communication skills. Key responsibilities include the below -

• Providing timely and effective first-level ICT support to sites and corporate customers.
• Offering customer-centric services to resolve issues, including escalating complex problems.
• Using customer information and knowledge base articles to troubleshoot and resolve incidents.
• Managing requests in an ITIL-based environment and maintaining records.
• Identifying and reporting performance issues and contributing to service desk improvements.
• Evaluating and implementing operational standards and applying policies for quality outcomes.
• Managing information and records, updating knowledge articles, and supporting ICT knowledge management.
• Ensuring a safe work environment by reporting incidents and hazards according to policy.

What you'll need to succeed

• Strong interpersonal, written, and verbal communication skills to build collaborative relationships and deliver high-quality customer service.

• Ability to investigate, problem-solve, learn new technologies quickly, and support technical issue resolution.

• Experience with ICT issue tracking systems, accurate documentation, and information sharing.

• Capability to work independently or in a team, plan and organize work, and meet deadlines.

• Experience in enterprise ICT service delivery, applying IT policies, using remote support tools, and responding to technical issues.

• Knowledge of the ITIL framework, Microsoft Windows, Office suite, databases, LAN/WAN environments, and agency functions.

• Commitment to a safe and inclusive work environment, adhering to Equal Opportunity and Work Health and Safety legislation.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or ravindu.tharuka@hays.com.au for further information.

At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.