ICT Service Desk Officer

This position is responsible for delivering exceptional customer service to the business. As the first point of contact, you'll be responsible for looking after ICT related incidents and requests to support the daily operations of the organisation.

Daily, you will triage and resolve incidents and focus on first call resolution with core business applications and end-user devices according to our standard SLA's.

This role will be required to work on a 7-day rotating roster so flexibility to work on the weekends will be essential.

On a daily basis this role will see you:

Deliver a customer service orientated approach to providing support to the business for all initial technology related support including end user equipment and applications support.
Ensure that all assigned tasks are completed within the agreed service level agreement and where this is not possible highlighting accordingly.
Accurately record customer/call details in the Service Desk portal with meaningful and appropriate commentary. Where appropriate, escalate incidents as set out in relevant procedures,
Champion ICT change, by working with the Service Delivery and Business Implementation teams at the foundation of projects to ensure you can promote and support the customers through technology changes.
Assist in the development of knowledge base articles to assist both the ICT teams and the Customer in resolving ICT related incidents.
Always ensure compliance with the ITIL, ICT Change Management and Cyber Security principles.
About You:

The successful candidate should have previous experience supporting a large Windows environment and bring:

3+ years’ experience in customer support in a large ICT environment, with a proven track record of achieving objectives.
Tertiary qualifications in computing or ICT or relevant industry experience
ITIL v3/4 foundations certification
Demonstrable experience with Azure Active Directory, Exchange Management console, SCCM, M365 including Intune, hardware configuration and installation, Mobile Device Management and ITSM management tools.
Familiarity with aspects of Council infrastructure, including Azure Active Directory, Microsoft Exchange (M365), IIS, networking.
Strong Customer Service and outcome-oriented view
Analytical approach to interpreting data and communicating insights.