Helpdesk / Application Support Officer
About the Role As a key Client Service representative working for this State Government Department, you will be tasked with providing first contact IT support and assistance to clients and users. Where possible, you can use your technical knowledge to resolve reported issues with business system functionality and supporting technologies. You will be responsible for ensuring customers receive quality, timely, and efficient technology and telecommunications support by troubleshooting all hardware, software and networks as well as resolving day to day issues and liaising with external vendors on an 'as required' basis.
Key Responsibilities Work within the Service Management Framework to ensure service availability, responsive support and system reliability through high quality IT support and assistance; Support, analyse, provide technical advice and, where possible, resolve reported issues; Perform Application administration and maintenance tasks where possible; Ensure all issues reported to support are recorded, categorised and prioritised, referring to support staff and third-party providers in line with established protocols and procedures; Maintain visibility of issues and service requests, following up as necessary to ensure resolution; and Liaise with customers to keep them informed of progress and updates regarding outstanding requests. Skills & Experience Application support experience and strong knowledge in the implementation, maintenance and support of computer software and hardware; Previous experience in an IT Support (Level 1 & 2) role - ideally with in-house developed, bespoke applications; Ability to respond to requests from customers in a proactive, courteous and timely manner; and Ability to maintain up-to-date knowledge of industry best practice. For more information please call Lewis Westerman at u&u on 07 3232 9147 , quoting reference number 17370 .
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