Your new company

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

Your new role

The ICT Service Desk Analyst handles Request and Incident Management to quickly restore normal operations or escalate issues to the appropriate teams. They contribute to improving Service Delivery operations and ensure efficient work practices to maximize ICT support services.

Key Responsibilities -

• Provide first-level ICT support to sites and corporate customers.
• Resolve customer issues and escalate complex problems.
• Apply troubleshooting techniques using customer information and knowledge base articles.
• Coordinate Request Management in an ITIL-based environment and maintain records.
• Identify and report performance and service issues, contributing to continuous improvement.
• Evaluate and implement operational standards, applying policies and processes.
• Manage information and records, update knowledge articles, and support ICT Knowledge Management.
• Ensure a safe work environment by reporting incidents, hazards, and injuries.

What you'll need to succeed

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

• Ability to investigate and solve problems, quickly learn new technologies, and support the resolution of technical issues in an ICT environment.

• Experience in using ICT issue and request tracking systems, accurately documenting and sharing information for the benefit of stakeholders.

• Ability to work effectively under general direction, independently or within a team, to plan, organize work, and meet deadlines.

• Experience in enterprise ICT service delivery, applying IT policies, standards, and procedures, using remote support tools, software deployment tools, and network administration utilities.

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

• Commitment to promoting a safe and inclusive work environment and understanding of 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.

LHS 297508