IT Service Desk Officer
12 month contract Provide high quality customer focused first and second level IT support Work in a collaborative environment with senior team members and manager who will assist with your development A future with ASIC means that your work will contribute to ASIC's vision for a fair, strong and efficient financial system for all Australians. We value what you will bring. We value those with sharp, analytical minds and are open to challenging the way things are done.
The team Information Technology Services provides a wide range of IT facilities and support services to ASIC. We are undertaking major technology projects that will transform our business and continue our significant technology transformation. We make use of the latest technology with an increasing focus on data sharing and analytics which will make ASIC a 'best in class' regulator supporting the Australian financial markets.
The role As a Service Desk Officer, you will be: Providing high quality customer focused first and second level IT support and services to clients across ASIC in accordance with approved service levels and operational standards Assisting the Service Desk Team Leader to ensure that maintenance and operational standards are met Taking ownership of customer issues and requests by pro-actively managing a positive client experience and ensuring results are communicated back to the client in a clear and meaningful manner Documenting Service Desk processes and initiatives to enable effective Service Desk operations. About you A tertiary qualification in IT is desirable. At least 2 years proven experience in a Service Desk or technical support role.
Ability to utilise Remedy or similar request management tools. Strong technical knowledge and experience with a variety of Windows OS based related software and hardware systems with emphasis on dealing in a virtualised environment. Ability to approach technical issues in a logical and common-sense manner.
Understanding of working with Service Level Agreements and contributing to business outcomes. Strong general knowledge and troubleshooting of Microsoft Outlook and Exchange, Active Directory, Windows 7 and above, MS Office 0365, SCCM, and remote assistance tools. Experience in troubleshooting and providing mobility support of Microsoft Surface devices, iOS devices and mobile device applications.
Experience providing remote support across a variety of environments and sharing in a paid after-hours roster. Experience or exposure to VMWare and virtualisation technology is preferable. Ability to work independently with limited supervision and be accountable for outcomes.
Ability to communicate with colleagues and clients in a clear and concise manner, both verbally and in writing. An analytical aptitude for understanding business critical issues and escalation processes. A strong understanding of Information Technology Infrastructure Library (ITIL) v3 knowledge and customer service principles is desirable.